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Level 3

Occupational Standard for Caribbean Vocational Qualification

Security Operations

The National Training Agency The Belmont,

St. George’s GRENADA

Phone: 1 -473 -435-9092/9093

Fax: 1-473-435-9094 E-mail:[email protected]

Website: www.grenadanta.gd

ACKNOWLEDGEMENT

The Grenada National Training Agency would like to thank the following for their contribution in

vetting of this document.

Members of the (Occupational area/Sector) Lead Body.

Name Organisation

Joseph Du Bois Grenada Security Services

Cecil Greenidge National Security Services

Jennifer Thomas Best of Grenada

Tennyson Lewis Royal Grenada Police Force

Urban Norcisse Royal Grenada Police Force

Gregory Mathurine Royal Grenada Police Force

Callistus Bernard Security Instructor

Alwyn Mc Ewen Royal Grenada Police Force

Rodney Baptiste,

Retired Police Officer Security Training Institute

INTRODUCTION

The Grenada National Training Agency (GNTA) as empowered by the GCTVET Act of 2009 is

the agency mandated to co-ordinate, facilitate and enable the development and growth of Technical

and Vocational Education and Training in Grenada Carriacou and Petite Martinique.

The Agency through modes of training intervention intends to help in ensuring that there exists a

supply of trained and skilled workers to service labour market needs and thereby contribute to

higher levels of productivity in the Grenadian economy. The organisation by way of policy seeks

to have developed and approved occupational standards derived from industry specifications and

to guide the training, assessment and certification within the Grenada TVET System.

The Grenada Council for Technical Vocational Education and Training (GCTVET) created by an

ACT of parliament in 2009 is empowered to approve standards for the award certification leading

to Caribbean Vocational Qualification (CVQ’s) and National Vocational Qualification (NVQ’s).

The GNTA has established industry lead groups responsible for vetting standards as well as

specifying and recommending standards to be approved.

ABOUT THIS STANDARD

This is a Regional Occupational Standard that is approved for training and certification in

CARICOM territories.

This standard was adapted and approved by the Grenada Council for Technical Vocational

Education and Training (GCTVET) on 06th May, 2014.

These are some minor modifications made to accommodate the local context; however the overall

content of the document is unchanged.

QUALIFICATION OVERVIEW

The CVQ Level 3 in Security Operations is for individuals whose function in this sector requires

well developed behavioural competencies but whose scope for independent decision making and

for bringing about change is unlimited. Persons can operate independently at this level. Persons

can also function in a supervisory level.

They are likely to be in roles where they are required to:

• conduct investigative interviews

• control security incidents

• produce documents

• apply hand-held metal detection procedures

• use radio communications

Normally persons working at Level 3 should possess the knowledge and skill to perform in a wide

range of contexts – complex and non-routine with considerable responsibility, autonomy and

ability to guide others. The qualification covers competencies by providing services in Security

Operations Level 3 as indicated in the competency standard.

Relevant occupations include:

• Security Guard

• Security Instructor

• Security Supervisor

The holders of this qualification will demonstrate a range of personal presentations and

demonstrations of team work skills and literacy skills. To achieve this qualifications all core units

must be achieved. Any elective completed will be awarded unit statement of competency. The

nominal training hours are a guide for planning the delivery of training programmes.

Please note that certification can be gained through formal training or on- the- job experience by

scheduling assessments with the Grenada National Training Agency (GNTA) Certified Assessors.

Copyright (c) 2011 Caribbean Association of National Training Agencies (CANTA)

All rights reserved. No part of this document may be reproduced in any form or by any means without the prior

permission of the publishers.

Competency Standards for Caribbean Vocational Qualifications (CVQ)

CCPBSO3001 CVQ Level 3 – Security Operations

Unit Code Unit Title Mandatory/

Elective

SSICOR0141A Maintain an effective relationship with clients/customers

Mandatory

PB00001 Manage personal and ethical performance Mandatory

SSICOR0061A Understand and apply legal and procedural requirements

Mandatory

PB00002 Control security incidents Mandatory

THHGHS0172A Provide first aid Mandatory

PB00003 Control access to and exit from premises Mandatory

PB00004 Maintain the security of premises and property Mandatory

PB00005 Patrol premises Mandatory

PB00006 Produce documents Mandatory

PB00007 Conduct investigative interviews Mandatory

SSICOR0131A Operate basic security equipment Mandatory

PB00008 Monitor areas using CCTV systems Mandatory

PB00009 Protect and preserve incident scene Mandatory

PB00010 Give evidence Mandatory

SSICOR0041A Control and direct crowds Mandatory

SSICOR0051A Employ batons and handcuffs Mandatory

SSICOR0021A Communicate in the workplace Mandatory

PB00011 Handle telephone calls Mandatory

PB00012 Use radio communications Mandatory

PB00013 Liaise with other services Mandatory

SSICOR0111A Manage intoxicated persons Mandatory

PB00014 Apply retail security procedures Elective

PB00015 Apply hand-held metal detection procedures Elective

PB00016 Protect valuables in transit Elective

PB00017 Lead small teams in the security industry Elective

PB00018 Control security risk situations using firearms Elective

PB00019 Control persons using empty hand techniques Elective

To achieve this qualification all core competency standards and a minimum of any 3 elective must be achieved.

SSICOR0141A: Maintain an effective relationship with clients/customers

Copyright 2007 Caribbean Association of National Training Agencies (CANTA) All rights reserved. No part of this document may be reproduced in any form or by any means without the prior permission of the publishers.

SSICOR0141A: Maintain an effective relationship with

clients/customers

Competency Descriptor: This unit deals with building and maintaining an effective

relationship with clients, customers and the public.

Competency Field: Security Services (Industrial)

ELEMENT OF COMPETENCY PERFORMANCE CRITERIA

1. Maintain a professional image 1.1 Uniform and personal grooming maintained to assignment requirements.

1.2 Personal presence maintained according to employer

standards.

1.3 Visible work area kept tidy and uncluttered.

1.4 Equipment stored according to assignment

requirements.

2. Meet client/customer requirements

2.1 Client requirements identified and understood by referral to the assignment instructions.

2.2 Client requirements met according to the assignment

instructions.

2.3 Changes to client's needs and requirements monitored,

and appropriate action taken.

2.4 All communication with the client or customer is clear

and complies with assignment requirements.

3. Build credibility with customers/clients

3.1 Client expectations for reliability, punctuality and appearance adhered to.

3.2 Possible causes of client/customer dissatisfaction

identified, dealt with and recorded according to employer policy.

3.3 Client fully informed of all relevant security matters in a

timely manner and according to agreed reporting procedures.

3.4 Client/customer confidentiality maintained according to

assignment instructions.



RANGE STATEMENT

Client brief may include:

• assignment instructions

• standing orders

• scope to modify instructions/orders in light of changed situations

Changes to client needs and requirements may be detected by:

• review of the client brief and/or assignment

instructions

• discussion with the client/customer

Customers may include all members of the public.

Employer standards may include standing orders

Personal presence may include:

• stance; posture; body language; demeanor; grooming

Assignment instructions may be conveyed in writing, verbally or electronically.

Appropriate action may include:

• implementing required changes; referral to

appropriate employer personnel; clarification of client needs and instructions

EVIDENCE GUIDE

(1) Critical Aspects of Evidence

Evidence should include a demonstrated ability to:

• interpret client/customer requirements from information contained in the client brief and/or

assignment instructions

• successfully deal with a variety of client/customer interactions

• maintain a professional image

• monitor and act on changing client or customer needs

(2) Pre-requisite Relationship of Units

This unit may be assessed with any other unit(s) in this standard.

(3) Underpinning Knowledge and Skills

Knowledge Knowledge of:

• uniform and personal grooming requirements of the employer and the client

• Occupational Health and Safety requirement for the assignment

• legal requirements and guidelines for the storage of firearms and equipment (as appropriate and where required)




Skills The ability to:

• pay attention to detail when completing client/employer documentation

• use interpersonal and communication skills required in client contact assignments

• apply customer service skills required to meet client/customer needs

• observe punctuality

• telephone technique

• apply problem solving and basic negotiation techniques

• maintain records

(4) Resource Implications

• access to a relevant venue, transport and communications equipment


• security procedures and manuals

• equipment manufacturers’ operating specifications and guidelines

• firearms (if relevant)

• assessment instruments, training and assessment record, relevant client reports

(5) Method of Assessment

Assessment of competency should cover the range statement and performance criteria and may involve any of the following techniques:

• continuous assessment in an institutional setting

• continuous assessment in the workplace,

• simulated assessment or critical incident assessment

A variety of methods may be used to assess underpinning knowledge.

(6) Context of Assessment

Assessment may be conducted on or off-the job and should be done over time to establish consistency in performance.



CRITICAL EMPLOYABILITY SKILLS

Three levels of performance denote level of competency required to perform a task. These levels do not relate to the GCTVET Qualifications Framework. They relate to the seven areas of generic competency that underpin effective workplace practices.

Levels of Competency

Level 1. Level 2. Level 3. • Carries out established

processes

• Makes judgement of quality using given criteria

• Manages process

• Selects the criteria for the evaluation process

• Establishes principles and procedures

• Evaluates and reshapes process

• Establishes criteria for evaluation

Collect, analyse and organise information Level 1 Communicate ideas and information Level 1 Plan and organise activities Level 1 Work with others and in team Level 1 Use mathematical ideas and techniques Level 1 Solve problems Level 1 Use technology Level 1

Please refer to the Assessment Guidelines for advice on how to use the Critical Employability Skills.

PB00001 Manage Personal and Ethical Performance

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PB00001: Manage Personal and Ethical Performance

Unit Descriptor: This unit covers the competency required to effectively manage personal professional performance and to perform ethically and with the integrity required to ensure the public’s confidence

ELEMENTS

Candidates must be able to:

1 Model high standards of personal performance, ethics and integrity

PERFORMANCE CRITERIA

1.1 Adhere to the legal requirements for employment of security

officers

1.2 Use personal performance standards consistently to serve

as a role model for other officers and the community

1.3 Perform duties adhering to personal and professional

integrity to engender confidence and respect

1.4 Adhere to jurisdictional laws and organisational policies,

procedures and objectives in the performance of duties

2 Review and monitor personal performance

2.1 Identify and acknowledge required personal and professional performance standards

2.2 Use self-assessment in practice to monitor performance according to established standards and to accurately identify personal strengths and weaknesses

2.3 Seek, accept and act upon formal and informal performance

feedback according to organisational standard procedures

2.4 Perform tasks to achieve desired outcomes and to minimise

resource usage

3 Develop and maintain ongoing personal competence

3.1 Maintain relevant professional operational competencies according to current professional performance standards

3.2 Identify, plan and implement personal development

strategies and evaluate results according to organisational standard procedures

3.3 Identify, acquire and apply new developments, knowledge,

skills and trends in security operations to improve professional performance in security operations


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4 Manage personal work priorities 4.1 Prioritise jobs and tasks and undertake according to unit team goals

4.2 Check vehicles carrying dispatched product against relevant

documentation

4.3 Assess and organise competing demands within time constraints to achieve individual, team and organisational priorities

5 Support other personnel 5.1 Promote productive and harmonious work environment through interaction with others

5.2 Provide encouragement, support and advice to personnel as required

RANGE STATEMENT

Legal requirements include:

national legislation and legal requirements governing security officers

legislation governing dangerous drugs

Personal performance includes:

individual officer’ s professional ethics

integrity and behaviour in relation to that expected and implied within the organisation’s stated codes of ethics/practice

statements of values, law, policies and procedures

Professional performance standards includes:

personal attributes and skills

technical attributes and skills Self-

assessment includes:

officers regularly reviewing personal

performance against established service standards

personal professional goals and standards

seeking formal and informal feedback in written

and/or verbal formats

Acting on feedback includes:

accessing peer support

advising team leader/coordinator of problems

seeking internal and/or external professional help

undertaking intervention programs to

achieve a level of health and fitness commensurate with organisational policies

Personal development strategies includes:

counselling from appropriate personnel to

overcome identified limitations

dealing with internal integrity matters developing/implementing a personal/professional improvement program, either internal or external to the organisation including adapting work rotation to facilitate changing personal/work priorities

coaching

cultural awareness


Page 3 of 4


Monitoring performance includes:

formal/informal organisational initiated

performance appraisals

monitoring morale of supervised staff, colleagues and/or team staff

personal reflective behaviour strategies/methodologies

processes that facilitate the identification of

personal strengths/weaknesses/issues to be addressed

obtaining feedback from supervisors,

subordinates, colleagues, human resources personnel, family and other relevant community members, etc

Prioritising jobs/tasks includes:

dealing with competing personal team

member/partner priorities or levels of workplace performance and commitment

developing effective time management strategies

identifying and dealing with competing priorities of personal/family/professional responsibilities

optimising own on-the-job learning through

establishing and achieving specific learning activities/competencies, working with a mentor, etc.

responding/adapting to unforseen/unplanned events

developing/improving

interpersonal/technical skills

formal/informal learning programs

mentoring

updating stress management abilities

utilising existing strengths to focus future

career development

establishing new career paths within or external to the organisation

improving security of lifestyle

personality improvement

using processes such as formal education; internal training; involvement in community activities

personal competence/development models

Support and advice includes:

acting as a field supervisor

acting as a role model/mentor

assisting in induction

formal and informal socialisation

participating in a formal assessment

program

UNDERPINNING KNOWLEDGE & SKILLS

Candidates must know:

1. how to deal with and effectively respond to, issues/events that challenge professional ethics

2. how to display integrity in behaviour including the reporting of breaches to appropriate authorities

3. how to maintain consistently high levels of personal presentation (dress code, mannerisms, respectfulness, etc.)

4. how to maintain consistently high levels of professional ethics and integrity in all work practices and dealings with the community

5. how to maintain personal health and stress at a level that will enable optimum operational performance

6. how to plan and implement personal improvement plans 7. how to recognise, accurately assess and acknowledge personal strengths and

weaknesses 8. how to seek out and respond effectively to feedback related to personal performance


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9. what are acceptable/non-acceptable behaviour and practices 10. what is cultural awareness 11. what are ethical and integrity issues confronting security officers 12. what factors pertaining to security that affect/impact upon personal health and stress 13. what are internal/external professional support and development mechanisms 14. what are the internal procedures for dealing with breaches of professional ethics 15. what are the methods for assessing/reviewing personal performance and planning and

implementing effective personal improvement strategies 16. what are organisational policies and procedures (such as relevant legislation; operational,

corporate and strategic plans; operational performance standards; operational policies and procedures; organisational personnel and occupational health and safety practices and guidelines; organisational quality standards; organisation’s approach to environmental management and sustainability)

17. what is professional integrity and behaviour standards 18. what are registration bodies (if applicable)

EVIDENCE GUIDE



maintain professional performance standards

review and monitor personal performance

prioritise jobs and tasks

plan and implement personal development strategies

(2) Method of Assessment Assessors should gather a range of evidence that is valid, sufficient, current and authentic. Evidence can be gathered through a variety of ways including direct observation, supervisor’s reports, project work, samples and questioning. Questioning techniques should not require language, literacy and numeracy skills beyond those required in this unit of competency. The candidate must have access to all tools, equipment, materials and documentation required. The candidate must be permitted to refer to any relevant workplace procedures, product and manufacturing specifications, codes, standards, manuals and reference materials.


This unit may be assessed on the job, off the job or a combination of both on and off the job. Where assessment occurs off the job, that is the candidate is not in productive work, then an appropriate simulation must be used where the range of conditions reflects realistic workplace situations. The competencies covered by this unit would be demonstrated by an individual working alone or as part of a team. The assessment environment should not disadvantage the candidate



SSICOR0061A: Understand and apply legal and procedural

requirements

Competency Descriptor: This unit addresses the knowledge of legal constraints that are applicable to

the performance of security duties. The knowledge of procedures described

in this unit has direct application to the way work is performed and does not

require skills in the interpretation of statutes, contract or common law Duty

of Care.



1. Understand and apply standing orders to the requirements of the security function

1.1 Relevant standing orders for each job site/venue are obtained, discussed and confirmed with supervisors.

2. Confirm assignment procedures 2.1 Assignment procedures are clarified and confirmed through discussions with supervisors.

2.2 Further information and clarification of legal issues

associated with job specifications and procedures is sought, if required.

2.3 Procedures for reporting potentially unlawful and unlawful

activities are known and applied when relevant.

3. Complete relevant documentation 3.1 Documented information is accurately recorded and made

available for use in a legally appropriate manner.

RANGE STATEMENT

The unit has application in all aspects of security services. The application of the legal regulations and procedures that devolve from these are likely to be limited by the level of responsibility delegated to the individual in the course of performing his/her work as a security officer.

Job specifications and related employer procedures, including those which apply to:

• routine security monitoring of premises

• crowd control

• screening of property and people

• escort of people and property

• control of exit from and access to premises

• the operation and storage of security equipment



Assignment procedures, including appropriate action to be taken in cases of:

• distress alarm

• bomb threats

• handling of valuables

• search and detention

• use of electronic surveillance equipment

• use of firearms and batons

• minimum force

• emergency evacuation

• seizure of prohibited substances

Variables which are likely to affect the performance include legal requirements related to :

• powers of arrest

• crowd control

• control of intoxicated persons

• types of warrants issued and the purpose of these

• types of orders governing specific security functions

• rules for the seizure of goods

• trespassers

• removal of persons

Limits on personal responsibility and liability:

• These limits may be described in job specifications and/or enterprise policy and procedures. They may also be defined through common law, contract law or statutes which apply to the nature of the work being performed.

Use of security equipment may be affected by requirements for additional training in the use and storage of such equipment.

EVIDENCE GUIDE

Competency is to be demonstrated by the ability to understand and apply legal and procedural requirements in accordance with the performance criteria and the range statement.

(1) Critical Aspects and Evidence

Evidence should include an understanding of:

• the responsibilities arising from legal relationships in the workplace

• the limits on behaviour imposed on the officer by enterprise procedures, job specifications and related orders and statutes


• Nil





• legal regulations which apply to the

specific security function, including types of warrants, types of orders, rules for the seizure of goods and detaining or apprehension of individuals

• client requirements and job specifications

• procedures for dealing with security issues

• procedures for dealing with exposure to hazardous situations and/or materials or objects

• limits on the use of force

• types of security situations which may be encountered and ways of legally dealing with them

Skill The ability to:

• communicate effectively

• use and store protective security equipment

• apply legal requirements to job tasks


• access to a relevant venue, equipment and relevant laws




• assessment instruments, including training and assessment records and client reports




• continuous assessment in the workplace


A written test should be used to assess underpinning knowledge.


Assessment of competency may be made through practical demonstration in the work environment (or work-related), discussions about the application of legal considerations to specific security activities undertaken by the officer in the course of his/her duties or simulated activities.




Three levels of performance denote level of competency required to perform a task. These levels do not relate to the GCTVET Qualification Framework. They relate to the seven areas of generic competency that underpin effective workplace practices.



processes


• Manages process







PB00002 Control Security Incidents

Page 1 of 4 Copyright 2011 Caribbean Association of National Training Agencies (CANTA) All rights reserved. No part of this document may be reproduced in any form or by any means without the prior permission of the publishers.

PB00002: Control Security Incidents

Unit Descriptor: This unit defines the national standard of occupational competence for dealing with actual or potential security incidents and breaches of the law. These security related incidents cover emergencies, such as fire, scenes of crime, and accidents; as well as threats such as from bombs, sabotage, and kidnapping or product contamination. The breaches of law or security requirements that you should be able to deal with include criminal damage, offences against people, public order, trespass, and

mis-use of drugs.

ELEMENTS



1 Deal with security emergencies 1.1 Maintain personal safety while dealing with emergencies

1.2 Confirm that the details received relating to emergencies are authentic according to organisation’s policies and procedures

1.3 Take approved action appropriate for the emergency and within personal responsibility, authority and competence

1.4 Prevent unauthorised entry to scenes of emergency according to the organisation’s policies, procedures and instructions

1.5 Preserve the integrity of evidence where this could be required by the emergency services according to the organisation’s policies, procedures and instructions

1.6 Give full and accurate details of emergencies to the relevant emergency service

1.7 Complete the required documentation according to the organisation’s policies and procedures

2. Deal with security threats 2.1 Record relevant details related to threats according to the organisation’s policies and procedures

2.2 Remain calm and confident while dealing with security threats

2.3 Assess situations logically to decide the severity and nature of the threat

2.4 Give full and accurate details of threats to the relevant



person as soon as possible

2.5 Retain records of threats, to be available to other authorised

people as required

2.6 Complete the required documentation according to the

organisation’s policies and procedures

3. Recognise and deal with actual or potential breaches of the law or security requirements

3.1 Maintain personal health, safety and welfare and that of other people involved while dealing with breaches of the law

3.2 Recognise actual or potential breaches of the law and

implement action to minimise or prevent the continued breach according to the organisation’s policies, procedures, and instructions

3.3 Give full and accurate details of breaches to the relevant

person or authority according to the organisation’s policies and procedures

3.4 Retain records of breaches, to be available to other

authorised persons as required

3.5 Complete the required documentation according to the

organisation’s policies and procedures

RANGE STATEMENT

Emergencies include:

fire

sabotage

bomb threats

flood

medical

scenes of crime

utility incidents (i.e. gas leak)

hostage

health and safety emergency

road traffic accidents

Action includes:

directly by yourself

reporting to relevant person or organization

evacuation of premises

erecting and maintaining a cordons

Threats include:

bomb

sabotage

kidnapping

product contamination

assassination

blackmail

domestic violence

workplace violence



Documentation includes:

incident reports

registers

incident log


threat synopsis

statement of evidence

notebook entry

Person or authority includes:

emergency services

manager

other interested parties



Breaches of the law includes:

theft

robbery

consequences of criminal acts

assault

public order offences

substance abuse

1. what are the current relevant legislation, regulations, codes of practice and guidelines relating to dealing with security incidents

2. what is the organisation’s and any other specific instructions and procedures for dealing with emergencies, threats, breaches of the law or security requirements within the limits of personal responsibility, authority and competence

3. who and how to contact emergency services in the event of an emergency and what information to give them

4. what is the location of emergency equipment and how to use it 5. what safe practices should be used to deal with emergencies 6. what is the location of alarms, emergency exits, assembly points; utilities isolation points, nearest

alternative telephones, internal shelter areas 7. what details should be recorded and how these should be recorded, including using recording

equipment 8. how to contact the relevant people in the event of receiving security threats and what information

to give them 9. how to keep records of security threats safe for use as evidence 10. what are the current laws relating to breaches, typically consequences of criminal acts; offences

against people; trespass (criminal and non-criminal); public order; substance abuse 11. how to pass on details to the relevant people and what information to give them relating to

breaches 12. how to keep records of breaches safe for use as evidence



EVIDENCE GUIDE



maintain safety of all individuals

deal with security incidents

implement appropriate action within limits of personal responsibility

prevent unauthorized entry to scenes of emergency or suspected crime

preserve the integrity of evidence for use by relevant authorities




THHGHS0172A Provide first aid


AmAbu

THHGHS0172A: Provide first aid

Competency Descriptor: This unit deals with the skills and knowledge required to provide first aid

It complies with standards, practices and procedures of St John

Ambulance Association and equivalent first aid bodies.

Competency Field: Hospitality


1. Assess and respond to emergency first aid situations

1.1 Emergency situations are quickly and correctly recognised.

1.2 The situation is assessed and a decision promptly made

regarding action required.

1.3 Assistance from emergency

services/colleagues/customers is organised where appropriate.

2. Provide appropriate treatment 2.1 Patient’s physical condition is assessed from visible vital signs.

2.2 First Aid is provided to stabilise the patient’s physical and

mental condition in accordance with organisation policy on provision of first aid and recognised first aid procedures.

3. Monitor the situation 3.1 Back up services appropriate to the situation are identified

and notified.

3.2 Information on the victim’s condition is accurately and

clearly conveyed to emergency services personnel.

4. Prepare an incident report 4.1 Emergency situations are documented according to

company procedures.

4.2 Reports provided are clear, accurate and timely.

RANGE STATEMENTS

First aid treatment is that defined in Common Law as emergency assistance provided to a second party in the absence of medical or paramedical care.



Factors which affect the provision of first aid are:

legal issues that affect the provision of first aid in different industry sectors:

• the type of site where the injury occurs

• the nature of the injury and its cause

• availability of first aid equipment, medications and kits or other suitable alternative aids

• proximity and availability of trained paramedical and medical assistance

• the patient’s cardio-vascular condition as indicated by body temperature, pulse rate and breathing rates

• chemical contamination

Injuries may include:

• cardio-vascular failure

• wounds and infections

• bone and joint injuries

• eye injuries

• burns

• external bleeding

• unconsciousness

• effects of heat or cold temperatures

• pre-existing illness

• bites

EVIDENCE GUIDE

Competency is to be demonstrated by the ability to provide first aid in accordance with the performance criteria and the range listed within the range of variables statement.


Look for:

• ability to correctly apply a range of first aid techniques for all situations described in the

Range of Variables


This unit should be assessed alone


To demonstrate competence, attendance at and successful completion of an accredited First Aid course is required.


Competency shall be assessed while work is undertaken under direct supervision with regular checks, but may include some autonomy when working as part of a team. Competencies in this unit may be determined concurrently. Assessment must be in accordance with the performance criteria.




This unit will generally be assessed off-the-job.





processes


• Manages process







PB00003 Control Access To And Exit From Premises

Page 1 of 4


PB00003: Control Access To And Exit From Premises

Unit Descriptor: This unit deals with monitoring and managing the access/exit of persons and vehicles to and from premises including key control and site lock-up.

ELEMENTS


1 Control persons entering and leaving the site


1.1 Bona fides of persons entering premises or restricted areas

verified by checking relevant details on identification documents

1.2 Issue and return of entry passes controlled according to


1.3 Incidents which infringe employer/client instructions are

reported and recorded according to company procedures

1.4 Persons attempting to gain entry without authorization are

reported and recorded according to company procedures

1.5 Visitors received in an appropriate manner, appropriate

person(s) notified and escort provided if necessary according to assignment instructions

2 Inspect baggage and/or vehicles

2.1 Request to search person's property made according to assignment instructions, and having regard to legal requirements

2.2 Search carried out according to assignment instructions and

legal requirements

2.3 Dangerous goods and prohibited items found during search

are dealt with according to assignment and legal requirements

2.4 Client notified of items found during search, further

instructions sought and acted upon where necessary

2.5 Persons refusing search request reported and dealt with

according to assignment instructions, including denial of entry.

3 Manage vehicular traffic 3.1 Vehicle access and issue of vehicle passes controlled according to assignment instructions


Page 2 of 4


3.2 Vehicle parking permitted according to assignment instructions and relevant laws

3.3 Vehicle incidents or accidents reported to appropriate

person and recorded

4 Check loads and manifests entering and leaving site

4.1 Vehicle access and issue of vehicle passes controlled according to assignment instructions

4.2 Items being transported from the premises or site checked

against relevant documentation according to assignment instructions

4.3 Vehicles entering/leaving the site checked and/or monitored

according to assignment instructions

5 Manage access control systems 5.1 Keys and key cards controlled, recorded and monitored according to assignment instructions

5.2 Controllable physical barriers operated according to


6 Lock/unlock buildings 6.1 Keys are used to secure premises according to maker/client

instructions

6.2 Premises patrolled according to assignment requirements

during opening/lock up procedures

6.3 Mechanical services and office equipment turned off

according to instructions

6.4 Client/assignment site logbook accurately maintained


Page 3 of 4


RANGE STATEMENT

Identification documents include:

ID card

temporary passes

work permits

load manifests

goods receipts

Incidents include:

refusal to show pass

lost pass

using a pass belonging to another party

accidents resulting in injury

vehicles incorrectly parked

stolen vehicles

forced entry of persons and/or vehicles

unauthorised items found during search

forged documents

Assignment instructions include:

times specified by assignment instructions

key control systems



Persons include:

visitors

sales representatives

contractors

all persons with valid reason for entering premises

emergency services

demonstrators

Types of barriers include:

security turnstiles

airlock systems

traffic barriers

remotely operated doors, shutters and gates

keypads and card entry systems

computerised entry systems

Legal regulations include:

rules for the seizure of goods

detaining or apprehension of individuals

1. what are relevant legal regulations 2. what are the assignment instructions 3. what are the alarm systems and locations 4. what are the communication codes 5. what is the operation of communication equipment 6. what are client's instructions 7. what are surveillance techniques 8. what are risk factors 9. what is site layout 10. what are building security procedures 11. what are dangerous goods 12. what are confiscation procedures (where relevant) 13. how to communicate clearly with clients /customers 14. how to give instructions 15. how to conduct a search (baggage, vehicles, loads) 16. how to direct traffic 17. how to lock and unlock buildings 18. how to perform record keeping


Page 4 of 4


19. how to conduct observation and monitoring 20. how to record information and write reports 21. how to manage an incident scene prior to the arrival of relevant authorities

EVIDENCE GUIDE



operate a variety of access control systems and associated equipment

conduct searches of person’s property

control vehicle access and issue vehicle passes

check and monitor vehicles entering/leaving site




PB00004 Maintain the security of premises and property

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PB00004: Maintain the Security of Premises and Property

Unit Descriptor: This unit covers the competencies required for both mobile and static guarding and includes responding to alarm calls

ELEMENTS



1 Patrol premises 1.1 Frequency and duration of visits to access points and control points, and routine telephone/radio calls to control room conducted according to assignment instructions

1.2 Equipment checked for serviceability according to standard

operating procedures

1.3 Faults and damage to security equipment identified,

reported and recorded according to assignment instructions

1.4 Faults and damage to security equipment rectified or

replaced within area of responsibility.

1.5 Factors which increase the risk to security identified during

patrol, reported, regularly monitored and recorded according to assignment instructions

1.6 Previously reported risk factors monitored and reported until

rectified

2 Monitor installed system on premises

2.1 System malfunctions reported and recorded

2.2 Electronic security and protection systems monitored according to assignment instructions

2.3 Sterile area searched and secured

2.4 Building management/energy management systems set and

verified according to assignment instructions

2.5 Source of any signal received identified, documented and

appropriate action taken

2.6 Content of activity log maintained in an appropriate and

legible manner and according to assignment instructions

2.7 After hours contacts made where appropriate to the situation


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and correctly documented according to assignment instructions

3 Respond to security alarm calls 3.1 Alarm signals interpreted correctly and appropriate action

taken

3.2 Codes/call signs used appropriately in all radio/telephone

communication

3.3 Incidents reported in incidents log or pocket books

3.4 Alarm site attended as assigned

4 Undertake specific site observation

4.1 Observation of site undertaken according to assignment instructions

4.2 Observation position selected appropriate to the situation

and the nature of the assignment

4.3 Identified incidents acted upon according to assignment

instructions and client requirements

5 Preserve incident site 5.1 Identify authorised persons at the incident site

5.2 Access is restricted to authorised persons only

5.3 Relevant authorities are contacted and made aware of the

nature of the incident

5.4 Scene is undisturbed and evidence intact

5.5 Scene is guarded until relevant authorities arrive

RANGE STATEMENT

Types of assignments include:

occupied premises

unoccupied premises

static guarding

mobile patrol

control room

aircraft

port vessels

Types of patrol include:

foot and vehicle patrol

boat patrol

bicycle patrol

Security equipment include:

door fastenings

window fastenings

security cabinets

safes


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Types of access include:

doors

gates

shutters

fire and emergency doors

windows

skylights

hatches



computers

sirens

electronic equipment

1. what are the steps necessary to arrange alarm deactivation 2. what are communication codes 3. how to operate communication equipment 4. what is control system operation 5. what are customer's instructions 6. what are surveillance techniques 7. what are the types of security equipment installed 8. what are risk factors 9. what is site layout 10. what are building security procedures

11. what are the three reasons for entering an incident scene 12. how to conduct observation and surveillance 13. how to patrol and monitor premises 14. how to interpret alarm signals 15. how to record information and report writing in logbooks and pocket books 16. how to apply search techniques 17. how to manage incident scene until authorities arrive

EVIDENCE GUIDE



interpret and act upon client requirements

carry out site procedures and instructions

identify and respond to faults, damage and factors which increase the security risk

respond to signals and information being received and respond to alarm signals

undertake specific site monitoring assignments

follow appropriate site monitoring procedures given the assignment requirements


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PB00005 Patrol Premises

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PB00005: Patrol Premises

Unit Descriptor: This unit of competency specifies the outcomes required to maintain the security of premises and property. It requires the ability to conduct security patrols for a range of sites and the ability to respond to alarm activations as well as to conduct risk assessment to identify abnormal safety or security concerns. This unit may form part of the licensing requirements for persons engaged in security operations

ELEMENTS



1 Prepare for patrol 1.1 Identify and comply with applicable provisions of legislative and organisational requirements relevant to patrol operations

1.2 Obtain and verify patrol tasks and other assignment

instructions with relevant persons

1.3 Confirm and organize resource and equipment requirements

according to organisational procedures

1.4 Check equipment for operational effectiveness and report

faults or damage according to organisational procedures

1.5 Maintain personal dress and presentation at all times according to professional standards and assignment requirements

2 Monitor premises and property 2.1 Conduct patrol according to site patrol schedules, routes

and assignment instructions

2.2 Conduct systematic personal safety checks on a regular

basis and according to company assignment instructions

2.3 Operate and maintain security systems according to

company assignment instructions

2.4 Monitor and maintain security status of the premises and

property according to company assignment instructions

2.5 Use communication channels and processes to maintain

communication with relevant persons through duration of the assignment

3 Identify and respond to security risk situation

3.1 Identify and assess potential security risks to self, others, property and premises


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3.2 Formulate and conduct response within scope of personal role, competence and authority

3.3 Identify and obtain requirements for assistance from

company approved personnel

3.4 Monitor changing circumstances and adjust response as

required to maintain security

3.5 Complete and maintain relevant documentation with due

regard to confidentiality according to organisational approved procedures

RANGE STATEMENT

Legislative/procedural requirements include:

apprehension and powers of arrest counter-

terrorism

crowd control and control of persons under the influence of intoxicating substances

force continuum, use of force guidelines

general ‘duty of care’ responsibilities

inspection of people and property, and search

and seizure of goods

licensing or certification requirements

privacy and confidentiality

national standards for: - anti-discrimination - cultural and ethnic diversity - environmental issues - equal employment opportunity - industrial action - Occupational Safety and Health Act (OSH Act) - relevant industry codes of practice - trespass and the removal of persons

use of restraints and weapons: - batons - firearms - handcuffs - spray - tasers

Organizational requirements include:

access and equity policies, principles and

practices

client service standards

code of conduct, code of ethics

communication and reporting procedures

complaint and dispute resolution

procedures

emergency and evacuation procedures employer and employee rights and

responsibilities

OSH policies, procedures and programs

personal role, responsibility and authority

personal and professional development

privacy and confidentiality of information

quality assurance and continuous

improvement processes and standards

resource parameters and procedures

roles, functions and responsibilities of

security personnel

storage and disposal of information

Patrol includes:

on foot

mobile (using a vehicle )

boat patrol

bicycle patrol

Segway scooters


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1. how to communicate using appropriate channels and communication codes and signals 2. how to communicate effectively and provide basic customer service to clients and other

individuals 3. how to respond appropriately to security risk situation 4. how to identify and comply with applicable legal and procedural requirements including

licensing requirements 5. how to identify and comply with security incident response procedures 6. how to identify risk factors and assess degree of risk 7. how to identify support and assistance requirements 8. how to interpret alarm signals and respond accordingly 9. how to operate security and communications equipment 10. how to record, report and document information 11. how to relate to people from a range of social, cultural and ethnic backgrounds and of

varying physical and mental abilities 12. what are the applicable legislative provisions relevant to personal safety, traffic

regulations and surveillance activities 13. what are the applicable licensing requirements for mobile and static patrols 14. what are the communication channels, codes and signals 15. what is the difference between procedures for mobile and static patrols

16. what are the general emergency and evacuation procedures 17. what are the legal provisions relating to powers of arrest and ‘use of force’ guidelines 18. what are the limits of personal responsibility and authority 19. what are observation and monitoring techniques 20. what are the operational principles of basic security and alarm systems, communications

and protective equipment 21. what are the premises layout and access points appropriate to assignment 22. what are the procedures and requirements for documenting security incidents 23. what are the procedures for responding to multiple alarm activations 24. what are the types of security situations which may be encountered during patrol

operations

EVIDENCE GUIDE



check equipment for faults and damage

conduct patrols

operate and maintain security systems

identify, assess and respond to potential security risks


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PB00006 Produce Documents


PB00006: Produce Documents

Unit Descriptor: This unit defines the national standard of occupational competence for producing documents such as reports or general correspondence relevant to the individual’s role in Security. This is an essential aspect of all roles in the security sector and is appropriate to people working at all levels. It defines the skills required to confirm the purpose, content, style, quality standards and deadlines for the document to be produced. It defines the knowledge and understanding of the different types of documents that are to be produced and the document styles that should be used.

ELEMENTS



1 Prepare to produce documents 1.1 Confirm the purpose, content, style, quality standards and deadlines for the document according to company guidelines

1.2 Prepare the resources needed to produce the document

2

Produce documents

2.1

Organise the content needed for the document

2.2 Use available technology to produce the document according to the organisation’s approved requirements

2.3 Produce the document according to the organisation’s approved style

2.4 Integrate non-text objects in the agreed layout of the document

2.5 Check document for accuracy and edit and make corrections as necessary

2.6 Seek clarification on the preparation of the document when necessary from organisation’s approved personnel

2.7 Store the document safely and securely in an approved location

2.8 Present the document in the required format within agreed deadlines and quality standards

2.9 Adhere to legal requirements, relevance and use of the documents as evidence



RANGE STATEMENT

Documents include:

logbook

reports

pocket book

general correspondence



1. why it is important to produce high quality documents 2. what are the different types of documents to be produced and the document styles needed 3. what are the different formats in which the text may be presented 4. why it is important to confirm the purpose, content, style, quality standards and deadlines for the

document 5. what are the different types of technology available for inputting, formatting and editing text and

main features 6. what are the types of resources needed to produce high quality documents 7. how to organize the content needed for the document 8. how to integrate and lay out text and non-text

9. how to check for accuracy and correctness – including spelling and grammar – and why this is important

10. how to store the document safely 11. why it is important to store the document safely and securely 12. what is the importance of confidentiality and data protection 13. why it is important to meet quality standards and deadlines

EVIDENCE GUIDE



prepare resources to produce documents

organize content of the document

produce and store the document

produce documents which are to be used as evidence in the agreed style and format

PB00007 Conduct Investigative Interviews

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PB00007: Conduct Investigative Interviews

Unit Descriptor: This unit covers the competency required to plan, conduct, record and review interviews during investigations, in accordance with organisational policies and procedures. This unit applies to people required to interview for investigative purposes a variety of people including victims, suspects and witnesses

ELEMENTS



1 Plan interview 1.1 Establish the type of interviewee to determine interview approach

1.2 Develop the interview plan according to organisational

requirements

1.3 Select the venue and timing for interview to achieve interview aims and objectives

1.4 Gather and analyse information relevant to the interview to inform the plan

1.5

Prepare plan with points of proof for potential offences and possible defences to ensure it is reflected in the plan

1.6 Select recording methods and prepare the equipment to conduct the interview

1.7 Obtain and handle the exhibits necessary to conduct the interview to ensure security and continuity

1.8 Select interview strategies to achieve interview aims and objectives

1.9 Clarify the role of assisting interviewer, where appropriate, with the individual

2 Conduct interview 2.1 Conduct interview according to legislative requirements and organisational policies and guidelines

2.2 Communicate questions in the interview that reflect fairness,

objectivity and impartiality to the interviewee


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2.3 Assess the condition of the interviewee continually throughout the interview to establish competence

2.4 Employ interview procedures taking into consideration the

interviewee’s status, welfare and safety

2.5 Apply appropriate safeguards according to the status of the

interviewee

2.6 Respond to allegations of unethical behaviour according to

organisational policies and guidelines where applicable

2.7 Introduce and handle exhibits at an appropriate time during

the interview to ensure security and continuity are maintained

3 Use appropriate interview techniques

3.1 Establish rapport with interviewee to enhance communication

3.2 Employ a range of interview techniques and communication

methods to engage interviewee

3.3 Review and modify selected interview strategies regularly to

adapt to changing circumstances

3.4 Follow interview plan and logical line of questioning during

interview process

3.5 Cover each point of proof and possible defences for the

matters being investigated during questioning

3.6 Utilize assisting interviewer to assist where applicable

4 Conclude interview 4.1 Summarise information gathered during interview to provide

the interviewee with an opportunity to confirm, alter or add information

4.2 Close interview according to jurisdictional and organisational

requirements

5 Evaluate interview 5.1 Review interview to determine further action in relation to

new information obtained during the interview

5.2 Assess available evidence against information obtained during interview to verify or amend the direction of the investigation


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5.3 Review personal performance during interview to identify areas for improvement

6 Record interview 6.1 Check recording equipment where appropriate to ensure working order prior to and during interview

6.2 Follow recording methods specified in interview plan and

according to organisational guidelines

6.3 Use alternative recording methods when a change in circumstances occurs

6.4 Record characteristics, responses and behaviour of interviewees during the interview according to organisational procedures

6.5 Record special arrangements, requests and activities not directly related to the interview according to legal and ethical obligations

6.6 Complete required post-interview procedures according to legal, judicial and security requirements

RANGE STATEMENT

Type of interviewee includes:

adult

child

complainant

cooperative

from a culturally diverse background

intimidated

suspect

uncooperative

vulnerable

witness

Recording methods include:

hand written

type written

video and audio

Organizational requirements of policies and procedures include:

questioning

investigations

taking statements

obtaining physical evidence

writing reports

Interview venue includes:

public places

street

car

private dwellings


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Allegations of unethical behaviour include:

acts of misconduct

coercion

disregard for standard operating procedures (SOPs)

duress

inducements

legislative requirements

physical abuse

promises

threats

unfair representation

Changing circumstances include:

allegations of misconduct

demeanour of interviewee

equipment failure

information disclosed

interviewee request

refusal to answer questions

Further action includes:

arrest

charge

further investigation

no further action

release

Special arrangements, requests and activities include:

medical attention

refreshments

seeing superiors

telephone calls

toilet breaks

visitors

Points of proof include:

admissibility

corroboration

criminal intent

elements

evidence

Exhibits include:

documentary material

physical materials

Conditions include:

age

behaviour

intoxication (alcohol or drugs)

mental health

physical injury

Interviewee’s status include:

age

disability

ethnicity

gender

Characteristics, responses and behaviour of interviewees include:

age

demeanour

disability

dress

ethnicity

gender

non-verbal responses to questions


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1. how to analyse situations and think logically 2. how to apply operational safety techniques 3. how to communicate in writing (prepare questioning documentation and records of

interview) 4. how to communicate orally (listen, probe, reflect, establish rapport, negotiate, resolve

conflict) 5. how to identify when a person has an intellectual disability, is intoxicated, has a mental or

physical impairment (either permanent or temporary) 6. how to make decisions and solve problems 7. how to manage computer information 8. how to organize and manage time effectively 9. how to use recording equipment 10. what are the agency goals and objectives 11. what are the approaches to addressing unusual circumstances during the questioning 12. what are the available recording methods and use of recording equipment 13. what are the different types of criminal activity and their elements (such as general crime,

theft, burglary, assault, drugs, fraud, embezzlement, homicide etc.) 14. what government and policy environments within which questioning will be managed and

factors which may impact on interviews 15. what are the questioning techniques and points of proof, in particular legal and ethical

considerations, in conducting questioning which involve youth, indigenous people, disciplinary matters

16. what are the procedures for the utilisation of interpreters 17. what are the relevant laws (including the rules of evidence), policies and procedures 18. what are security issues, classification criteria

EVIDENCE GUIDE



plan, conduct and review questioning with two suspects and two witnesses/victims

according to organisational policies and procedures

use different questioning techniques

use recording equipment

summarise information obtained during questioning


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SSICOR0131A Operate basic security equipment


SSICOR0131A: Operate basic security equipment

Competency Descriptor: This unit deals with operating basic security equipment including, but

not limited to computers and communication equipment.



1 Operate communication equipment

1.1 All equipment regularly checked to ensure it is operational.

1.2 All equipment is operated according to standard

operating procedures.

2 Operate computer equipment 2.1 Information entered according to software instructions and sequences and standard operating procedures.

3 Check basic monitoring equipment

3.1 Records legibly maintained according to assignment instructions.

3.2 Alarm sectors tested according to assignment

instructions.

3.3 Faulty equipment identified and steps taken to rectify the

situation according to assignment instructions.

RANGE STATEMENT

Computerised systems may include:

• Alarm systems - fire

• mechanical services

• lifts

• emergency

• energy management programs - various manufacturers

Communication equipment may include:

• portable and mounted 2-way radio

• mobile phones

• fax

• pagers

Records may include:

• alarm generations

Basic monitoring equipment may include:

• CCTV



EVIDENCE GUIDE

Competency is to be demonstrated by the ability to effectively operate basic security equipment in accordance with the performance criteria and range statement.



• correctly select and search computer menus as appropriate

• accurately enter relevant data

• check and test security equipment and record and report faults


• ITICOR0011A Carry out data entry and retrieval procedures



• site and required monitoring equipment


• operating procedures for fire equipment

• types of communication systems as appropriate

• employer requirements regarding collection and input of data

Skills The ability to:

• apply basic keyboard skills

• identify faulty equipment

• operate communication systems

• operate basic security equipment


• access to a relevant venue and equipment

• assignment instructions and duty statements

• equipment instructions and manuals

• assessment instruments, training and assessment records and client records




• continuous assessment in the workplace,






Assessment should be conducted in a simulated environment where work functions are undertaken and assessed under specially prepared, controlled conditions: e.g. Confined spaces or public places.





processes


• Manages process







PB00008 Monitor Areas Using CCTV Systems

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PB00008: Monitor Areas Using CCTV Systems

Unit Descriptor: This unit defines the national standard of occupational competence for using CCTV systems and equipment to monitor security. Before using CCTV systems and equipment, the individual should make sure it is working properly and adjust it for best performance. While monitoring the security of areas, the individual should recognise and react to activities or incidents that could be risks to security. The individual should be able to interpret what is seen on the screen and contact and work with the appropriate agency or authority to deal with security incidents or other emergencies. Working with other agencies or colleagues could also involve finding specified targets, such as people, property or suspicious objects.

ELEMENTS


1 Prepare to monitor areas using CCTV systems


1.1 Use CCTV equipment that is working properly according to

organisation’s instructions and procedures

1.2 Adjust equipment and system controls to get the best

performance from the system

1.3 Investigate faults in system performance and report to the

appropriate person according to organisation’s approved procedures

1.4 Conduct tape changeovers in a way that minimises recorder

downtime

1.5 Organise work area according to organizational guidelines

to perform work efficiently and safely

1.6 Clean the monitor screens to maximise clarity of image

1.7 Complete the required records legibly and within required

timescales

2 Monitor CCTV camera images and react to incidents

2.1 Use CCTV systems and equipment according to operating instructions and within legal constraints

2.2 Recognise activities or incidents to be recorded according to

the organisation’s instructions and guidelines

2.3 Control and use systems to the full operational ability to

monitor and record the seriousness of incidents

2.4 Prioritise multiple incidents in relation to their seriousness

and according to the organisation’s instructions


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2.5 Interpret and report incidents promptly and calmly to the appropriate person according to organisations approved procedures

2.6 Work with external agencies according to organisations

approved procedures

2.7 Monitor the progress of incidents until no longer required to

and according to organisation’s instructions

2.8 Maintain the confidentiality of information observed and

recorded according to relevant legislation and codes of practice

2.9 Complete incident logs legibly and within required

timescales

3 Locate pre-determined targets using CCT V

3.1 Interpret information given to select the most appropriate cameras and viewing areas

3.2 Search for and identify targets systematically and promptly

3.3 Adjust equipment and system controls to maintain the best

image of targets

3.4 Modify search patterns to hold and track multiple targets

3.5 Interpret and report ongoing events as required to the

appropriate personnel

3.6 Work with external agencies according to organisations

approved procedures

3.7 Monitor targets until no longer required to and according to

organisation’s instructions

3.8 Maintain the confidentiality of information observed and

recorded according to relevant legislation and codes of practice


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RANGE STATEMENT

Equipment includes:

cameras

screens

system controls

recorders

static and tilt-pan-zoom (tpz) cameras

multiplex cameras and monitors

lights

Activities or incidents include:

single

multiple

non-criminal

criminal

Approved personnel include:

colleagues

police

social services

emergency services

Targets include:

vulnerable people

suspicious people

cash

stock

suspicious objects

vulnerable locations(points)



Records include:

incidents

equipment

tapes/CDs/computer hardware

duties

access

microchips

Operational ability includes:

multiplex

tilt-pan-zoom

static

Sources of information include:

police

emergency services

colleagues

social services

1. what are current relevant legislation, regulations, codes of practice and guidelines relating to using CCTV systems

2. what are the operational instructions and procedures to follow when preparing to monitor areas using CCTV systems

3. how to confirm that equipment is working and what to do if it is not 4. what are the health and safety guidance relating to good ergonomic practice and the use

of visual display units


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5. how to adjust and use equipment and system controls to get best performance, including making the best use of external lighting

6. what is the terminology used with CCTV systems and usage 7. what is the area of coverage of each camera used

8. what are the capabilities and limitations of systems and equipment used 9. how to use systems to get the best performance, including using real and time lapse

recording 10. how to maintain effective and efficient working relationships with other agencies

EVIDENCE GUIDE



use CCTV equipment

recognise activities or incidents to be recorded

interpret and report incidents promptly

complete incident logs legibly


Assessors should gather a range of evidence that is valid, sufficient, current and authentic. Evidence can be gathered through a variety of ways including direct observation, supervisor’s reports, project work, samples and questioning. Questioning techniques should not require language, literacy and numeracy skills beyond those required in this unit of competency. The candidate must have access to all tools, equipment, materials and documentation required. The candidate must be permitted to refer to any relevant workplace procedures, product and manufacturing specifications, codes, standards, manuals and reference materials.



PB00009 Protect and Preserve Incident Scene

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PB00009: Protect and Preserve Incident Scene

Unit Descriptor: This unit covers the competency required, on arrival at the scene of an accident or incident, to conduct initial assessment, take action to maintain public safety, preserve the scene, and record details and information

ELEMENTS



1 Secure and preserve scene 1.1 Participate in initial assessment to identify factors which will impact on public safety and scene preservation

1.2 Secure the incident/accident scene to preserve the scene

and maintain public safety according to legislative requirements

2 Record and report details of incident scene

2.1 Record and report details of the scene according to organisation’s policies and procedures

2.2 Record witness details and information volunteered

according to organisational and legislative requirements

2.3 Communicate information to relevant personnel according to organisation’s procedures and legislative requirements


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RANGE STATEMENT

Incident scene includes:

vehicle fire

crime scene

search for missing persons or evidence

vehicle accident

natural disaster

industrial accident

incident involving death or injury to person or damage to property

indoor scene

outdoor scene

animal incident

marine

aircraft

explosions

hazardous materials

Persons at scene include:

incident scene specialists

forensic experts

potential witnesses

victims

other bystanders

personnel from other organisations

media

coroners

pathologists

medical practitioners

undertakers

owners and/or occupiers

Securing scene includes:

removing non-emergency personnel from scene

isolating scene

erecting barriers

Relevant personnel includes:

supervisor

team leader

police

investigating officer

other organisation’s personnel

Assessment of scene conducted includes:

at scene

en route to and from scene .

Factors include:

public safety risk factors

security/preservation of the actual site

the security and preservation of situational evidence

traffic

tactical factors affecting the quality of the investigation including environmental circumstances

chronology of events

access to scene

number of persons at scene

availability of support services

boundaries

Security of scene includes:

topography

climatic conditions

human interference

animal interference

preservation of life/property

structural integrity

availability of personnel

Details of scene include:

date

time

location

damage

persons present

property involved

possible causes

items of evidence

injuries

status of utilities services such as broken water pipes

animals present


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Communication includes:

verbal

completing standard forms

written

Preserving scene includes:

preserving evidence

area of origin

Organizational and legislative requirements include:

operation/incident/response legislation

legislation relevant to the organization

corporate and strategic plans

operational procedures

operational performance standards

organization’s personnel practices and

guidelines

organization’s quality standards



flora

fauna

size and construction of building

occupancy

insurance details

Recording and reporting includes:

taking notes

completing standard forms

making sketches

taking photographs

voice recording

electronic videoing

1. how to use listening techniques 2. how to take notes 3. how to use observation techniques 4. how to use questioning and reporting techniques 5. what are the legislative and organisation requirements relating to scene preservation 6. what are the methods of securing scene 7. what are the organisation’s requirements for taking witness details and information 8. what are the regulatory requirements for taking witness details and information 9. what are the techniques for estimating distance 10. what are the techniques for removing public from scene 11. what are the types of information which may assist in investigation


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EVIDENCE GUIDE



secure incident/accident scene

record and report details according to the organisation’s policies and procedures

record and report witness details





PB00010 Give Evidence

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PB00010: Give Evidence

Unit Descriptor: This unit covers the skills and knowledge required to give evidence in a judicial or quasi-judicial environment. It requires the ability to prepare for legal proceedings, give evidence and report on outcomes of proceedings. This work would be carried out under routine supervision and within organisational guidelines.

ELEMENTS



1 Prepare for court proceedings 1.1 Court arrangements, role and involvement in proceedings are verified with appropriate person(s)

1.2 Personal presentation, manner and language are consistent

with protocols and organizational requirements

2 Give evidence 2.1 Rules of evidence, procedures and protocols relevant to the

jurisdiction involved are observed and adhered to throughout the proceedings

2.2 Evidence is based on fact and is presented in a clear,

concise and unambiguous manner and complies with the rules of evidence

2.3 Opinion is provided on request within own level of

qualification and expertise and in accordance with organisational policy

3 Report on outcomes of proceedings

3.1 The outcomes of the proceedings are obtained, noted and reports completed where required according to organizational requirements


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RANGE STATEMENT

Courts include:

district, local

supreme

court of appeal

tribunals

magistrates

criminal and civil

Caribbean Court of Justice (CCJ)

High Court

Arrangements, role and involvement include:

confirmation of time

date and location of proceedings

confirmation of evidence required to be

presented

Applicable legislation, codes and standards include:

relevant Statutory and Common law legislation

which affect organisational operation

Occupational Safety and Health (OSH)

environmental issues

industrial relations

licensing arrangements

quality assurance and certification requirements

applicable Acts/Codes relating to crimes

relevant industry codes of practice

trade practices

privacy requirements

Court protocols include:

punctuality

voice clarity and language

impartiality

forms of address

respect for people and offices held

standards of dress, physical appearance

readiness of self and evidence

general demeanour

Documentation and exhibits include:

reports

photographs

items of evidence

media footage

reports of incidents

radio/telephone records or logs

Appropriate persons include:

supervisors, management

colleagues

legal representatives

clients

witnesses

Evidence include:

testimony

documents

physical exhibits

Rules of evidence include:

admissibility

contemporaneousness


legal and organisational policy and procedures

including personnel practices and guidelines

organisational goals, objectives, plans, systems and processes

legislation relevant to the operation, incident and/or response

employer and employee rights and responsibilities

policies and procedures relating to own role, responsibility and delegation

quality and continuous improvement processes and standards


defined resource parameters

Occupational Safety and Health policies,

procedures and programs


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duty of care, code of conduct, code of ethics

records and information systems and

processes

communication channels and reporting procedures



1. what are the relevant legislation including 'rules of evidence'

2. what are the procedures and protocols of judicial proceedings and contexts

3. what are briefing and documentation requirements

4. what are general principles regarding admissibility of evidence in courts

5. how to collate and organise information

6. how to write routine reports

7. how to communicate in a clear and concise manner

8. how to seek clarification and feedback as required

9. how to comply with legislative requirements and judicial protocols

10. how to communicate effectively

EVIDENCE GUIDE



comply with protocols and procedures required for attendance in a judicial or quasi-

judicial environment

present evidence in a clear and concise manner

provide opinion within personal level of qualification and expertise

report on outcomes of proceedings

(2) Method of Assessment Assessors should gather a range of evidence that is valid, sufficient, current and authentic. Evidence can be gathered through a variety of ways including direct observation, supervisor’s reports, project work, samples and questioning. Questioning techniques should not require language, literacy and numeracy skills beyond those


Page 4 of 4


required in this unit of competency. The candidate must have access to all tools, equipment, materials and documentation required. The candidate must be permitted to refer to any relevant workplace procedures, product and manufacturing specifications, codes, standards, manuals and reference materials.



SSICOR0041A Control and direct crowds


SSICOR0041A: Control and direct crowds

Competency Descriptor: This unit deals with the control of crowd size, behaviour and direction

of crowds.



1. Check venue 1.1 Precautionary crowd exit procedures identified on arrival according to assignment instructions.

1.2 Communication equipment is checked and working order

confirmed.

2. Provide security presence 2.1 Guard position assumed which provides maximum

exposure and minimum risk.

2.2 Current security status of the venue and crowd

communicated regularly and as required to the supervisor or duty manager.

3. Monitor crowd size 3.1 Maximum crowd size ascertained from assignment

instructions and use of specialized equipment.

3.2 Crowd size is monitored in accordance with established

venue capacity.

4. Respond to potential crowd problems

4.1 Unusual crowd patterns, behaviours and mood changes identified and reported.

4.2 Potential problems identified and action taken according to

assignment instructions and minimum force continuum guidelines.

4.3 Persons behaving in a potentially disruptive manner are

approached and advised of required behaviour in an appropriate manner according to assignment instructions.

4.4 Need for back-up support recognised and acted upon

immediately and in accordance with assignment instructions.



5. Monitor crowd behaviour and

safety 5.1 Site/venue access controlled in accordance with

assignment instructions.

5.2 Distress alarms responded in accordance with assignment

instructions.

6. Direct crowds 6.1 People directed to correct location(s) as specified and according to previously identified crowd control measures.

6.2 People directed in a manner appropriate to the situation

and according to assignment, client and legal requirements.

6.3 People directed in a manner which minimises risk of injury

to crowd and self.

RANGE STATEMENT

Venues may include:

• outdoor and indoor venues

• private functions

• public events

• licensed premises

• sporting

• events

• protests

Persons posing a potential threat to client's safe operation of venue may include:

• intoxicated persons

• disruptive behaviour of under-age persons

• persons under the influence of prohibited substances

• persons causing a public nuisance

Potential hazards may include:

• conflict between members of the crowd

• conflict between security staff and members of the crowd

• demonstrations

• use of alcohol/drugs

• failure to comply with direction/request from authorised person; noise, light, heat, limited space, fatigue, glass, furniture and fittings, stairways, smoke, weapons, clothing, equipment, lack of facilities (e.g. toilets) decorations and utilities

Indications of disruptive or potentially disruptive behaviour may include:

• noise build up;

• greater concentration of crowds;

• crowds or individuals under the influence of alcohol/drugs;

• individuals in an unsuitable location



Use of force continuum guidelines include those set down by the government authorities

Specialized equipment may include:

• batons

• cuffs

• barriers

Communication equipment may include:

• 2-way radio

• telephone

• mobile telephone

• public address system

• megaphone; hand signals

EVIDENCE GUIDE

Competency is to be demonstrated by the ability to effectively control and direct crowds in accordance with the performance criteria and range statement.


Evidence should include ability to:

• accurately check site/venue layout

• assess and communicate security status of the venue to nominated personnel

• detect and deal with disruptive and potentially disruptive behaviour in an appropriate manner

• maintain a professional presence as a deterrent to potentially disruptive individuals and groups

• accurately identify crowd size problems and respond appropriately

• apply use of force continuum guidelines


• SSICOR0101A Manage conflict in the workplace

• SSICOR0051A Employ batons and handcuffs





• relevant regulations and local laws

• assignment requirements

• use of communications equipment and systems

• distress alarm and action to be taken

• crowd exit procedures

• client licensing requirements

• identify need for back-up support

• potential safety or security problems

• use of force continuum guidelines


• use conflict resolution skills

• follow instructions

• apply interpersonal communication

• problem solving

• assess and monitor crowd behaviour, size, safety and direction

• operate communications equipment and systems

• conduct observation and monitoring

• identify crowd mood changes

• respond to alarms


• access to a relevant venue, transport and communications equipment




• firearms (if relevant)

• assessment instruments, training and assessment records






A variety of methods may be used to assess underpinning knowledge









processes


• Manages process








SSICOR0051A: Employ batons and handcuffs


Competency Descriptor: This unit covers all aspects of selecting, carrying, using and maintaining

a variety of batons and handcuffs.



1. Carry batons and handcuffs 1.1 Batons/handcuffs selected according to appropriate need and legal requirements.

1.2 Need for use of batons and handcuffs identified according to assignment and legal requirements.

1.3 Batons and handcuffs carried according to assignment and legal requirements.

1.4 Batons and handcuffs checked on receipt and return to ensure they meet employer safety requirements.

2. Use batons and handcuffs 2.1 Batons and handcuffs used safely according to standard procedures outlined in accredited training and legal minimum force guidelines.

RANGE STATEMENT

Minimum force guidelines include those set down by:

• Statutory legislation

Faults may include:

• rust on equipment; damaged batons; jagged edges; cracks; dents



EVIDENCE GUIDE

Competency is to be demonstrated by the ability to effectively employ batons and handcuffs in accordance with the performance criteria and range statement.


Evidence should demonstrate the ability to:

• efficiently carry and use batons/handcuffs in various security situations

• assess situations and options available before selecting appropriate batons and handcuffs

• select and employ batons/handcuffs appropriate to a variety of situations and conditions

• apply the use of force continuum guidelines

• identify and deal with basic first aid emergency that may arise during restraint and detention


• THHGHS0172A Provide first aid

• SSICOR0001A Apply basic defensive techniques

• SSICOR0011A Apprehend and arrest offenders



• relevant legal, licensing and employer

requirements

• use of force continuum guidelines

• a variety of batons and handcuffs

• guidelines for the carrying and use of batons and handcuffs

• safe use and handling of batons and handcuffs

• restraint methods


• demonstrate effective interpersonal

communication


• use handcuffs

• use a baton




• access to suitable venue

• access to a range of batons and handcuffs

• assignment instructions, including legal requirements and relevant codes of practice

• applicable first aid procedures



• assessment instruments, training records, assessment records and relevant client reports















processes


• Manages process





Collect, analyse and organise information Level 1 Communicate ideas and information Level 1 Plan and organise activities Level 1 Work with others and in team Level 1 Use mathematical ideas and techniques Level - Solve problems Level 1 Use technology Level 1



SSICOR0021A Communicate in the workplace

SSICOR0021A: Communicate in the workplace

Competency Descriptor: This unit deals with maintaining effective standards of

communication with clients and customers in the workplace.



1. Act on instructions from supervising staff

1.1 Response to directions/instructions dealt with so as to ensure the task is carried out and the requirements met.

1.2 Instructions clarified to ensure complete understanding of

the tasks and the requirements.

1.3 Instructions carried out to ensure that specified time frames

are met.

1.4 Disagreements over instructions resolved using appropriate

conflict resolution procedures.

2. Manage workplace information 2.1 Information organised in a clear, concise and logical manner to allow efficient reference and retrieval.

2.2 Workplace documents completed according to legal and

employer requirements.

2.3 Security of documents and information ensured by

adherence to assignment instructions.

3. Document incidents 3.1 All information relevant to and surrounding the incident

recorded according to employer requirements.

3.2 Document set out, presented and maintained in an

appropriate format and according to legal requirements.

3.3 Document written using language that is clear and to the

point.

4. Communicate verbally 4.1 Language used in all verbal communication is clear, concise

and appropriate to client and assignment requirements.

4.2 Communication effectively maintained by use of approved

terminology and call signs in all radio communications.



5. Interact with the customer 5.1 Customer/client greeted appropriately using the recognised

company greeting on all occasions.

5.2 Customer/client needs established through use of effective

questioning, listening and summarising skills.

5.3 Customer/client needs satisfied and recorded where

necessary according to assignment instructions.

6. Provide advice to clients, customers and the public

6.1 Information provided based on accurate assessment of customer/client needs and is presented in a clear and concise manner.

6.2 Range of options identified and clearly presented, when

available.

6.3 Details of advice given recorded and filed for reference as

appropriate.

RANGE STATEMENT

Officer's responsibilities are as defined in assignment instructions

Persons making requests may be:

• Supervisors

• managers

• colleagues

• members of the public

• clients

Instructions may include but not limited to:

• directions

• requests

• written or verbal

Customers may include:

• external customers

• internal customers

• representatives of related services

• contractors

Customer/client needs may include:

• information

• advice

• direction

Modes of communication may include:

• telephone

• face to face

• electronic media

• documents

Advice includes:

• site

• client

• employer information



Format of documents may be as specified by employer or client

Documents may include:

• employer policy and procedures

• security plans

• incident reports

• daily/weekly reports

• shift reference file


• key register

• message book

• security notebook

• site plans

EVIDENCE GUIDE


Evidence should include ability to:

• act on a variety of work-related instructions

• communicate effectively in a variety of situations and with a diverse client/customer base

Evidence should include:

• correctly completed and maintained workplace documents including logs, journals or records that confirm instructions are carried out


• Nil





• assignment instructions and approved

company greeting

• own and supervisor's areas of responsibility and authority

• required documentation procedures

• approved communication terminology and call signs


• operate communications equipment

and systems

• apply verbal and non - verbal communication effectively


• file documents

• record information and perform report writing


• Access to a relevant venue

• Assignment instructions

• Logbooks, journals, filing systems, communications equipment

• Operational manuals and makers’/customers instructions (if relevant)

• Assessment instruments, including training and assessment records



• Continuous assessment in an institutional setting

• Continuous assessment in the workplace,

• Simulated assessment or critical incident assessment.



Assessment may be conducted on or off-the job and should be done over time to establish consistency in performance.







processes


• Manages process







PB00011 Handle Telephone Calls

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PB00011: Handle Telephone Calls

Unit Descriptor: This unit deals with telephone techniques in answering and receiving calls to disseminate and receive information for smooth flowing of communication in an organization

ELEMENTS



1 Receive telephone calls 1.1 Telephone calls are answered courteously and promptly using approved organisation style

1.2 Callers are correctly identified and requirements accurately

established

1.3 Call is correctly referred to the appropriate individual

2 Analyze and route calls 2.1 Non-specific requirements are analysed and appropriate

person or department to receive call is correctly determined

2.2 Where specific requests cannot be met, options and alternatives are identified and offered

2.3 Callers are given accurate information

2.4 Callers are kept informed of the reasons for any delay in

connection

2.5 Callers are transferred correctly between extensions

3 Answer, record and transcribe messages

3.1 Messages are recorded accurately, uncertainties clarified and messages passed to correct location promptly

3.2 Answering machines are correctly set to receive calls

automatically

3.3 Recorded messages are accurately transcribed, urgent

messages identified and all messages passed to the correct individual promptly

3.4 Records are up-to-date, legible and accurate

4 Make telephone calls 4.1 Name and number of person to be called and purpose of the call are accurately determined

4.2 Call is placed in accordance with organizational procedures


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4.3 Conversation is brought to a suitable conclusion, restating relevant points

4.4 Information is transmitted correctly and efficiently

4.5 Customers are satisfied with telephone exchange

5 Adhere to confidentiality, security and equipment care procedures

5.1 Confidentiality and security procedures are maintained

5.2 Equipment faults are identified and promptly reported to an

appropriate person

RANGE STATEMENT

Legislation, codes and National Standards include:

relevant legislation from all government

agencies that affect business operation, especially in regard to Occupational Safety and Health and environmental issues, equal opportunity, industrial relations and anti- discrimination

relevant industry codes and practice

Callers include:

expected callers

unexpected callers

VIP’s

general public

customers/clients

salespersons

business associates

personal acquaintances

family members

pranks/threatening callers

Telephone calls include:

long distance calls

local calls

international calls

emergency calls

threatening calls

Purpose of call includes:

speak to particular person

seek information

access company services

purchase merchandise

schedule appointment

Non-routine/emergency demands include:

difficult and irate callers

Records include:

callers’ log book

message pad

Information include:

specific

technical (e.g. e-mail)

Options and alternatives include:

internal referrals

referrals to other companies

make information available at a later date

Security includes:

in respect of telephone equipment- answering machine and voice mail


Page 3 of 3



CANDIDATES MUST KNOW:

1. what are relevant legislation from all government agencies that affect business operation,

especially in regard to occupational safety and health 2. what are telephone techniques relevant to switchboard operation and features 3. how to use of the telephone as a business opportunity 4. what are do’s and don’ts of telephone use as it applies to the organization 5. how to take written messages including details 6. how to follow-up on calls as promised 7. how to answer politely and pleasantly under extreme internal pressure 8. how to listen keenly 9. how to speak clearly 10. how to display proper attitude 11. how to summarize messages

EVIDENCE GUIDE



assess learning opportunities to extend personal work competencies on the use and

operation of switchboard

obtain feedback from clients and colleagues

use business technology to monitor calls and communication

receive feedback constructively

use good communication techniques in ending calls





PB00012 Use Radio Communications

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Copyright 2011Caribbean Association of National Training Agencies (CANTA) All rights reserved. No part of this document may be reproduced in any form or by any means without the prior permission of the publishers.

PB00012: Use Radio Communications

Unit Descriptor: This unit is about operating radio communications effectively, including the transmission and reception of radio communications. This standard applies to individuals required to communicate effectively using radio communications

ELEMENTS



1 Use radio equipment 1.1 Operate radio equipment according to manufacturers’ instructions

1.2 Respond to, and acknowledge, incoming communication

promptly and clearly, using the appropriate terminology and according to the organisation’s procedures

1.3 Pass on information to the appropriate people, and who

are authorised to receive it, within agreed organisational timescales

1.4 Use outgoing communication equipment according to the

organisation’s procedures and guidelines

2 Transmit and receive radio communications

2.1 Confirm the information given is understood by the people receiving it

2.2 Use the phonetic alphabet correctly, where required

2.3 Use channels and frequency according to statutory

regulations

2.4 Transmit and receive radio communications according to

organization’s procedures and regulations

2.5 Report difficulties in transmitting and receiving information

promptly to the relevant person according to the organization’s procedures

2.6 Maintain up to date, complete and accurate records of

transmitted and received communications


Page 2 of 3


RANGE STATEMENT

Behaviours include:

presenting information clearly, concisely and

accurately

making appropriate information available promptly to those who need it

ensuring transmissions are in line with relevant licensing protocol



1. what is the impact of regulations affecting the transmitting and receiving of radio communications in both normal and emergency situations

2. how to operate the radio communication equipment used within the organisation 3. what are the correct procedures for confirming that the radio communication equipment is

working properly, and what to do if it is not 4. what are the limits of personal authority and responsibility for passing on information 5. what are the causes of poor transmission or reception, and what action should be taken

to improve communications 6. how to follow your organisation’s procedures regarding the terminology that should be

used, such as the phonetic alphabet, the 24 hour clock, call signs, caller identification and passwords

7. what are the organisation’s requirements for reporting difficulties in transmitting information using radio equipment

8. what are the organisation’s requirements for recording and retaining records of radio communications

EVIDENCE GUIDE



use radio equipment

use outgoing communication equipment

use channels and frequency according to statutory regulations

transmit and receive radio communications

maintain complete reports


Page 3 of 3






PB00013 Liaise with other services

Page 1 of 4


PB00013: Liaise With Other Services

Unit Descriptor: This unit involves the skills and knowledge required for establishing relationships and exchanging information with other agencies and services. It involves establishing procedures for exchanging information with other services; providing information to other services and obtaining information from other services

ELEMENTS


1 Establish procedures for exchanging information with other services


1.1 Identify and comply with approved company procedures for

exchanging information between services

1.2 Consult with other services on the information needs of each

service

1.3 Agree on the purpose, scope and procedures for

exchanging information

1.4 Identify clearly the roles and responsibilities for exchanging

information according to company approved guidelines

1.5 Identify the priorities of different services for exchanging information

1.6 Disseminate the procedures for exchanging information with

other services according to company approved procedures

1.7 Review the procedures for exchanging information regularly

according to company approved policies

1.8 Exchange information according to relevant legislation,

codes of practice, guidelines and ethical requirements

2 Provide information to other services

2.1 Confirm the information required by other services

2.2 Comply with the approved services’ procedures for

exchanging information

2.3 Identify the information appropriate for use

2.4 Assist other services to access and interpret the information

receiveed


Page 2 of 4


2.5 Confirm with other services that the information provided is sufficient and appropriate to their needs

2.6 Provide other services with additional information on other

sources of relevant information

2.7 Record the results of the information provision in the

appropriate systems

3 Obtain information from other services

3.1 Confirm the information required from other services

3.2 Exchange information according to the approved services’

procedures

3.3 Determine the methods that should be used for obtaining the

information

3.4 Access the relevant information sources according to

company approved procedures

3.5 Obtain the information using the company approved

methods

3.6 Confirm the validity of the information from other services

3.7 Protect the information sources according to approved

company procedures

3.8 Identify problems with obtaining the information and

implement corrective action

3.9 Record the information accurately in the organization’s

approved systems

RANGE STATEMENT

Competency includes:

selecting information

presenting information

persuading

prioritising

influencing

negotiating involving others

recording and storing information


Page 3 of 4




1. which services might require information 2. what is the culture and ethos of the other services 3. what are the procedures for the exchange of information 4. what information is required by different services 5. why it is important to reach agreement on the type of information exchanged 6. who is involved in different types of information provision 7. who should be informed of the procedures 8. which procedures should be reviewed

9. when procedures are generally reviewed 10. what are the relevant national, local, professional and organisational requirements that

relate to equal opportunities, discrimination, health and safety, security, confidentiality and data protection

11. why it is important to comply with different requirements 12. what are the consequences of not complying with different requirements

13. when other services require information 14. what are the services’ procedures for the exchange of information 15. why it is important to comply with them 16. what are the consequences of not complying with them 17. where different information is held 18. why it is important to check that the other services have received the information they

require 19. what are the sources of information 20. how other services can access information 21. what are the systems for recording the provision of information and the procedures for

using them 22. why it is important to use the systems 23. what are the different methods that can be used for obtaining information 24. which methods are appropriate for obtaining information 25. what are the procedures for accessing information 26. what difficulties can occur when obtaining information 27. why it is important to use the agreed methods for obtaining information

28. how to decide whether the information is valid 29. why it is important to protect the information sources 30. what are the types of problems that could occur 31. what actions can be taken to address them 32. why it is important to address problems 33. what are the implications of not addressing the problems


Page 4 of 4


EVIDENCE GUIDE



identify procedures for the exchange of information

consult with other services

exchange information

obtain information from other services





SSICOR0111A: Manage intoxicated persons



Competency Descriptor: This unit deals with security requirements to effectively handle intoxicated

persons at the assigned site.



1. Deal with underage drinkers 1.1 The situation is assessed and identification is checked.

1.2 Non-serving of alcohol to underage drinkers is enforced

and all parties are courteously advised of reason.

1.3 Where underage persons are in a restricted area, they

are tactfully asked to leave.

2. Determine the level of intoxication

2.1 The level of intoxication is established according to standard criteria for assessing intoxication.

3. Apply appropriate procedures to deal with intoxicated person

3.1 Appropriate procedures are applied according to the situation and organisational policy, including verbal warning or asking them to leave the premises.

3.2 Customer service skills are used at all times.

3.3 Assistance is offered and/or given according to

established procedures.

3.4 A quiet and respectful tone of voice is used at all times.

3.5 Back up assistance requested if necessary.

RANGE STATEMENT

Situations are those:

• occurring between members of the public and security personnel, and affecting the security or safety of persons

• premises or property within the officer’s responsibilities

• occurring between security officers and agent/staff of the customer

Persons may include:

• staff

• customers

• visitors

• contractors

• suppliers



Situations may include:

• dealing with persons under the influence of drugs and/or alcohol

• ejection of people from the premises (where authority exists)

• breaches of legal requirements; persons attempting to bring prohibited items onto the premises e.g. alcohol, drugs

• abusive language or noise disturbance to staff or other guests

• abusive or violent behaviour to staff or other guests

This unit applies to the security operation in the following premises:

• hotels/motels

• pubs/bars

• commercial catering establishments

• commercial business

• hospitals

• casinos

• clubs

• restaurants

• resorts

• theme parks

• tourist attractions

EVIDENCE GUIDE

Competency is to be demonstrated by the ability to effectively manage intoxicated persons in accordance with the performance criteria and range statement.



• Assess situations and propose solutions

• Use conflict resolution skills


• Nil



• relevant liquor laws

• relevant statutory laws regarding driving under the influence of alcohol

• symptoms of intoxication


• identify intoxicated person

• use conflict resolution skills

• use human relations skills




• access to a relevant venue

• assignment instructions, including legal requirements and relevant codes of practice

• security procedures and manuals and relevant codes of practice, including lists of prohibited items


Evidence should include observation in the work environment. Where workplace observation is not practicable, simulated situations, tests or case studies may be used.







processes


• Manages process





Collect, analyse and organise information Level 1 Communicate ideas and information Level 1 Plan and organise activities Level 1 Work with others and in team Level 1 Use mathematical ideas and techniques Level 1 Solve problems Level 1 Use technology Level -


PB00014 Apply Retail Security Procedures


PB00014: Apply Retail Security Procedures

Unit Descriptor: This unit of competency specifies the outcomes required to be aware of and report potential security risk situations in a retail environment. It requires knowledge and understanding of the range of potential security risks relevant to a retail environment, the types of suspicious customer behaviour, methods for reporting such risks and a basic understanding of legislation which may relate to the identified risk situations. No licensing, legislative, regulatory or certification requirements apply to this unit.

ELEMENTS


1 Identify legislative and organisational requirements


1.1 Identify and explain basic legislative and organisational

requirements relevant to security in a retail environment

1.2 Perform duties in the retail environment according to

organisational security procedures

1.3 Identify and explain duty of care requirements according to

safe working practices and principles

1.4 Perform duties within personal level of authority, role and

responsibilities

1.5 Identify and explain role of designated personnel for security

response

1.6 Perform duties according to Occupational Safety and Health

(OSH) requirements

2. Identify retail security risks 2.1 Identify and explain potential security risks relevant to a retail environment and implement corrective measures within personal authority

2.2 Monitor security of a retail environment according to

organisational approved procedures

2.3 Identify and explain factors which increase security risk and

implement corrective measures within personal level of authority

2.4 Perform emergency and evacuation procedures according to


2.5 Provide first aid according to health and safety procedures

3. Identify retail security risk 3.1 Report security risks in a retail environment according to



reporting processes organisational approved procedures

3.2 Use appropriate communication channels and modes in the

event of a security risk

3.3 Use appropriate communication equipment for its purpose

and according to manufacturer‟s specifications

RANGE STATEMENT

Legislative requirements include:

applicable Acts and legislation relating to crimes

applicable standards, quality assurance and

certification requirements

Acts and regulations relating to transport (aviation and maritime)

award and enterprise agreements

consumer law

general „duty of care‟ responsibilities


relevant legislation which affect organisational operation:

-anti-discrimination and diversity -equal employment opportunity -industrial relations -OSH relevant industry codes of practice

security licensing or certification

Acts and legislation relating to trade practices and fair trade

Security procedures include:

armed hold-up

cash and credit cards

customers eg bag checking

equipment eg alarms

keys

premises

records

staff

stock

sales representatives, contractors or vendors

surveillance

Designated personnel include:

emergency services (eg police, ambulance, fire brigade, emergency rescue)

first aid officer

Organisational requirements include:

access and equity policy, principles and practice


code of conduct

code of ethics


emergency and evacuation procedures

employer and employee rights and

responsibilities

security licensing


organisational goals, objectives, plans,

systems and processes


reporting systems, procedures and processes

Duty of care requirements include:

relate to the legal responsibility under “duty

of care” to do everything reasonably practicable to protect others from harm

may relate to own responsibilities to

comply with safe working practices including activities which require licences or certificates of competency

Security risks include:

spills eg liquid, chemical

injury to persons eg customers, sales

representatives, contractors or vendors

persons carrying weapons

persons causing a public nuisance persons demonstrating suspicious

behaviour

persons under the influence of intoxicating



OSH representatives

security personnel

supervisor

Occupational Safety and Health (OSH) requirements include:

controlling and minimising risks

correct manual handling including shifting, lifting and carrying

first aid

identifying and reporting hazards and risks

knowledge of emergency and evacuation

procedures

transporting and storing cash, people, property and dangerous goods

using and maintaining equipment

using and maintaining personal protection equipment

using and storing hazardous materials and substances

Procedures for reporting security risks include:

completing documentation such as

logs, journals and activity reports

completing police reports

completing written and computer reports

contacting designated personnel

recording security risk and incident details

requesting security assistance

Communication channels include:

direct line supervision paths

formal communication pathways

lateral supervision paths

organisational networks

substances

persons with criminal intent

terrorism

theft

unattended packages, goods, baggage or cargo

unattended vehicles in areas not designated for parking

vandalism

violence or physical threats

General procedures for monitoring include:

following designated

organisational procedures

maintaining vigilance and awareness of security while at work to promptly recognise risks or incidents

observing individual or group behaviour

recording details of observed risk

situations

Security equipment include:

alarms

dye tags

locked and secure areas

mirrors

surveillance equipment eg cameras, CCTV (Closed Circuit Television)

Communication modes include:

alarms

call codes and signs

electronic communication

hand signals

verbal communication

written communication

Communication equipment include:

megaphone

mobile telephone

public address system

telephone

two-way radio





1. what are the basic security legislative requirements applicable to personal work environment and role

2. what are the range of potential security risks or incidents relevant to a retail environment 3. what are the general procedures for monitoring security in a retail environment 4. what are the general methods for observing potential security risks or suspicious customer

behaviour 5. what is the chain of command and communication channels 6. what are the security equipment types, systems and procedures 7. what are the organisational detection and apprehension procedures 8. what are the types of suspect customer behaviour 9. what are the procedures for reporting identified security risks or incidents in a retail environment 10. how to ask effective questions 11. how to clarify security procedures 12. how to give accurate verbal or written descriptions of security risks or incidents 13. how to interpret selected pictorial, graphical and written signs and instructions

14. how to relay information to others 15. what are applicable legislation relevant to personal work environment and role 16. what are applicable OSH requirements 17. what are communication modes and security equipment and systems relevant to personal work

environment 18. what is duty of care requirements of self and others 19. what are general methods for observing incidents and monitoring risks within a retail

environment 20. what are general procedures for emergency, evacuation and first aid response 21. what are general procedures for reporting identified security risks or suspicious customer

behaviour 22. what are the guidelines for use of force 23. what are the organisational procedures for responding to security alarms 24. what are potential security risk situations relevant to a retail environment 25. what is the role of designated personnel for security response 26. what are the signs or indications that items (eg cargo, goods, packages, baggage) have been left

unattended or tampered with 27. what are basic surveillance techniques



EVIDENCE GUIDE



apply legislative, organisational and OSH requirements relevant to security of a retail environment including duty of care requirements, and personal role, responsibilities and level of authority

apply organisational policies and procedures and industry codes of practice relevant to security and theft prevention in a range of contexts and situations

follow general procedures for emergency, evacuation and first aid response

follow general procedures for monitoring a retail environment

follow general procedures for reporting identified retail security risks or suspicious customer behaviour to designated personnel including using appropriate communication equipment and modes

identify the range of potential security risks relating to a retail environment


Assessors should gather a range of evidence that is valid, sufficient, current and authentic. Evidence can be gathered through a variety of ways including direct observation, supervisor‟s reports, project work, samples and questioning. Questioning techniques should not require language, literacy and numeracy skills beyond those required in this unit of competency. The candidate must have access to all tools, equipment, materials and documentation required. The candidate must be permitted to refer to any relevant workplace procedures, product and manufacturing specifications, codes, standards, manuals and reference materials.



PB00015 Apply Hand-Held Metal Detection Procedures


PB00015: Apply Hand-Held Metal Detection Procedures

Unit Descriptor: This unit of competency specifies the outcomes required to apply hand-held metal detection procedures in a security screening environment. It requires knowledge and understanding of procedures to prepare and operate hand-held metal detectors, appropriate screening methods, the range of potential security risks and appropriate response procedures

ELEMENTS


1 Identify legislative and organisational requirements


1.1 Identify and explain basic legislative and organizational

requirements relevant to the use of hand-held metal detectors

1.2 Use hand-held metal detectors according to organisational

security procedures and legal requirements

1.3 Identify and explain duty of care requirements according to

safe working practices and principles

1.4 Perform duties within personal level of authority, role and

responsibilities

1.5 Operate hand-held metal detectors according to

Occupational Safety and Health (OSH) requirements

2. Identify hand-held metal detection procedures

2.1 Prepare and use testing procedures for hand-held metal detectors

2.2 Use hand-held metal detectors according to standard

operating procedures

2.3 Monitor a security screening environment using

organisational approved screening methods and procedures

2.4 Identify and use special screening requirements and

appropriate screening methods where necessary

2.5 Respond to positive alarm responses of the metal detector

according to organisational approved procedures

3. Identify security risks 3.1 Identify and explain potential security risks relevant to security screening operations and implement corrective measures within personal authority

3.2 Monitor security of a screening environment according to




3.3 Perform emergency and evacuation procedures according to organisational approved procedures

3.4 Provide first aid according to health and safety procedures

4 Identify security risk reporting processes

4.1 Identify security risks in a security screening environment according to organisational approved procedures

4.2 Use appropriate communication channels and modes in the

event of a security risk

4.3 Document and report security risks according to

organisational documentation requirements

RANGE STATEMENT


applicable legislation relating to crimes

relevant standards, quality assurance and

certification requirements

applicable Acts and regulations relating to transport (aviation and maritime)

award and enterprise agreements

consumer law

general „duty of care‟ responsibilities


relevant legislation which affect organisational operation: -anti-discrimination and diversity -equal employment opportunity -industrial relations - OSH requirements


security licensing or certification

Acts relating to trade practices and fair trading

Hand-held metal detectors include:

portable electronic devices that are capable of

detecting metal by magnetic induction while the device is passed over the person or the person‟s personal effects

Security procedures include:

equipment, eg alarms


access and equity policy, principles and practice


code of conduct

code of ethics




responsibilities


organisational goals, objectives, plans,

systems and processes


reporting systems, procedures and processes

security licensing

Duty of care requirements include:

relate to the legal responsibility under “duty

of care” to do everything reasonably practicable to protect others from harm

may relate to own responsibilities to

comply with safe working practices including activities which require licences or certificates of competency.

Designated personnel include:



members of the public

premises

staff

surveillance

Occupational Safety and Health (OSH) requirements include:

controlling and minimising risks

correct manual handling including shifting, lifting and carrying

first aid

identifying and reporting hazards and risks

knowledge of emergency and evacuation

procedures

transporting and storing cash, people, property and dangerous goods

using and maintaining equipment

using and maintaining personal protection equipment

using and storing hazardous materials and substances

Positive alarm includes:

the audible alarm produced by the hand-held

metal detector when indicating the presence of a target amount of metal within the range of the hand-held metal detector according to the operating program of the hand-held metal detector


injury to persons eg staff, members of the public

persons carrying prohibited items eg weapons

persons causing a public nuisance

persons demonstrating suspicious behaviour

persons under the influence of intoxicating

substances

persons with criminal intent

terrorism

unattended packages or baggage

violence or physical threats

Procedures for reporting security risks include:

completing documentation such as

logs, journals and activity reports

completing police reports

completing written and computer reports

contacting designated personnel

recording security risk and incident details

requesting security assistance

emergency services (eg police,

ambulance, fire brigade, emergency rescue)

first aid officer

OSH representatives

security personnel

supervisor

Special screening requirements include:

a person in a wheelchair who may or may not be able to stand unassisted

a person not in a wheelchair but who requires a walking aid

a person who is hearing impaired

a person who is vision impaired

a person who is vision impaired who has an assistance animal eg a guide dog

a person who requires the assistance of a care-giver

a person with a prosthetic device, body brace or other medical device

General procedures for monitoring include:

following designated

organisational procedures

maintaining vigilance and awareness of security while at work to promptly recognise risks or incidents

observing individual or group behaviour

recording details of observed risk

situations

Security equipment includes:

alarms

communication equipment

hand-held metal detector

locked and secure areas

Communication modes include:

alarms

call codes and signs

electronic communication

hand signals

verbal communication

written communication



Communication equipment includes:



Communication channels include:




organisational networks



megaphone

mobile telephone

public address system

telephone

two-way radio

1. what are the general procedures for monitoring security in a secure screening environment 2. what are the methods, techniques and equipment involved when screening persons including

those with special requirements (eg infants, persons with special needs) 3. what are the procedures for preparing, testing and using hand-held metal detectors 4. what are the procedures for reporting identified security risks or incidents in a security

screening environment 5. what are security equipment types, operation, systems and procedures 6. what are the basic security legislative requirements which will be applicable to personal

work environment and role 7. what is the chain of command and communication channels and modes 8. what are the general methods for observing potential security risks or suspicious behaviour 9. what are the general response procedures for the detection of prohibited items (eg weapons) 10. what is the range of potential security risks or incidents relevant to a security screening

environment 11. what is the range of potential security risks or incidents relevant to using hand-held

metal detectors 12. how to ask effective questions 13. how to clarify security procedures 14. how to give accurate verbal or written descriptions of security risks or incidents 15. how to interpret selected pictorial, graphical and written signs and instructions 16. how to relay information to others

17. what are the applicable legislation relevant to personal work environment and role 18. what are the applicable OSH requirements 19. what are communication modes and security equipment and systems relevant to personal work

environment 20. what are duty of care requirements of self and others 21. what are general methods for observing incidents and monitoring risks within a security

screening environment 22. what are general procedures for emergency, evacuation and first aid response 23. what are general procedures for reporting identified security risks or suspicious behaviour 24. what are general procedures for reporting the detection of prohibited items (eg weapons) 25. what are the guidelines for use of force

26. what are organisational procedures for responding to positive alarms



27. what are the potential security risk situations relevant to a security screening environment 28. what is the role of designated personnel for security response 29. what are the signs or indications that items (eg packages, baggage) have been left unattended 30. what are basic surveillance techniques

EVIDENCE GUIDE



apply legislative, organisational and OSH requirements relevant to the use of hand-held metal

detectors in a security screening environment including duty of care requirements, and personal role, responsibilities and level of authority

apply organisational policies and procedures and industry codes of practice relevant to security screening in a range of contexts and situations

follow and adhere to general procedures for emergency, evacuation and first aid response

follow general procedures for monitoring a security screening environment

follow general procedures for reporting identified security risks or suspicious behaviour to designated personnel including the use of appropriate communication equipment and modes

identify general procedures for responding to the detection of metal on a person‟s body or within personal effects

identify general procedures for the preparation, testing and operation of hand-held metal detectors

identify the range of potential security risks relating to a security screening environment

(2) Method of Assessment Assessors should gather a range of evidence that is valid, sufficient, current and authentic. Evidence can be gathered through a variety of ways including direct observation, supervisor‟s reports, project work, samples and questioning. Questioning techniques should not require language, literacy and numeracy skills beyond those required in this unit of competency. The candidate must have access to all tools, equipment, materials and documentation required. The candidate must be permitted to refer to any relevant workplace procedures, product and manufacturing specifications, codes, standards, manuals and reference materials.



PB00016 Protect Valuable In Transit


PB00016: Protect Valuables In Transit

Unit Descriptor: This unit of competency specifies the outcomes required to collect and deliver valuables. It requires the ability to operate a security vehicle and equipment. Competency also requires the ability to monitor and identify potential threats to the security of persons and valuables and conduct appropriate response procedures. This unit may form part of the licensing requirements for persons engaged in security operations

ELEMENTS



1 Prepare for escort 1.1 Identify and comply with applicable provisions of legislative and organizational requirements relevant to assignment instructions

1.2 Clarify assignment instructions and other relevant

information as required with company approved personnel

1.3 Confirm and organise resource and equipment requirements

according to organisational approved procedures

1.4 Check equipment for operational effectiveness and report

faulty or damaged equipment according to organisational approved procedures

1.5 Maintain personal dress and presentation according to

professional standards at all times

1.6 Identify and confirm communication channels and processes

with organisation’s approved personnel

2. Undertake escort and maintain security

2.1 Conduct escort procedures according to assignment instructions

2.2 Monitor and maintain security of valuables and personal

safety requirements and seek assistance if required from organisation’s approved personnel

2.3 Use continuous and active observation techniques to

anticipate and identify potential security risk situations

2.4 Determine and implement response option appropriate to

identified security risk and within scope of personal role, competence and authority



2.5 Determine assistance requirements and request according

to organisational approved procedures

3. Complete escort 3.1 Complete escort procedures according to assignment instructions and organisational approved procedures

3.2 Check, clean and store equipment according to organisational approved procedures

3.3 Provide accurate and constructive observations during review and debrief procedures

3.4 Provide recommendations for improvement to procedures to inform future practice

3.5 Complete and maintain relevant documentation securely according to organisational approved procedures

RANGE STATEMENT


apprehension and powers of arrest

applicable standards and quality assurance requirements

counter-terrorism








relevant legislation, codes and national standards for:

-anti-discrimination -cultural and ethnic diversity -environmental issues -equal employment opportunity -industrial relations -Occupational Safety and Health (OSH)


trespass and the removal of persons

use of restraints and weapons:

batons

firearms

handcuffs


access and equity policies, principles and practices

business and performance plans





procedures



responsibilities


own role, responsibility and authority







security personnel

storage and disposal of information.


assignment purpose and objective

assignment tasks and procedures

assignment timeframe



spray

Relevant persons include:

clients

colleagues

emergency services personnel and agencies

security personnel

supervisor

Resources and equipment include:

communication equipment

earpiece

pager

portable and mounted two-way radio

telephone and mobile phone

maps

pen and security notebook

personal protection equipment

receptacles for carrying valuables

security equipment

electronic screening equipment

video cameras and monitors

security personnel and specialist services

transport

Personal safety requirements include:

appropriate vehicle

provision of back-up support

regular communication

specific security equipment

taking an alternative route

working in a team


accidents

terrorism

theft

violence

client information

collection and set-down locations

escort route

incident and security risk response procedures

personal presentation requirements

personal protection equipment

premises location and layout

reporting and documentation requirements

resource and equipment requirements

travel routes and schedules

Communication channels and processes include:


established communication protocols



organisational communication networks verbal and non-verbal communication procedures eg prowords, phonetic alphabet, call signs, coded messages, use of abbreviations, hand signals

Valuables include:

artworks

bullion

cash

documents

jewellery

precious stones

other valuables (equipment)

Documentation include:

activity logs

incident reports

request for assistance forms

security risk and incident details

vehicle and personnel movements

written and electronic reports





1. how to communicate using appropriate channels and processes 2. how to comply with procedures to assess and control security risks 3. how to escort and maintain security of valuables 4. how to identify and comply with applicable legal and procedural requirements including licensing

requirements 5. how to identify and comply with security incident response procedures 6. how to identify and confirm route and schedule details

7. how to identify risk factors and assess degree of risk 8. how to identify support and assistance requirements 9. how to operate vehicles, security and communications equipment 10. how to record, report and document information 11. how to relate to people from a range of social, cultural and ethnic backgrounds and of varying

physical and mental abilities 12. how to select and use appropriate personal protection equipment 13. what are communication channels, codes and signals 14. what are emergency and evacuation procedures 15. what are escort procedures 16. what are instructions and procedures for responding to security risk situations 17. what are the legal provisions relating to traffic regulations and ‘use of force’ guidelines 18. what are limits of personal responsibility and authority 19. what are observation and monitoring techniques 20. what are operational functions and procedures for the use of communications, security and

personal protection equipment 21. what are the principles of effective communication including interpersonal techniques 22. what are the procedures and requirements for documenting security incidents 23. what are the reporting structure and processes 24. what are security incidents and appropriate responses

EVIDENCE GUIDE



comply with applicable legislative and procedural requirements while protecting valuables in

transit

identify risk factors which might impact on the security of valuables and implement appropriate response measures

maximise the security of valuables and the personal safety of self and others during escort procedures

operate security vehicles and equipment

use effective communication techniques to give clear and accurate information in a form which is preferred and understood by the receiver

PB00017 Lead Small Teams In The Security Industry


PB00017: Lead Small Teams In The Security Industry

Unit Descriptor: This unit of competency specifies the outcomes required to plan, organize and monitor a small team to achieve designated outcomes in a security context. It requires the ability to allocate duties and schedule rosters, set and maintain team and individual performance standards, facilitate open communication and resolve individual or team concerns. It also requires the ability to coordinate and facilitate team development and team performance

ELEMENTS



1 Facilitate team planning 1.1 Clarify, agree upon and define individual and team purpose, roles and responsibilities according to organizational goals and objectives

1.2 Identify assignment instructions and communicate clearly to team members according to legislative and organisational requirements

1.3 Consider contingencies when allocating specific work duties and responsibilities to team members

1.4 Encourage and facilitate open communication within the team to ensure full understanding and accurate exchange of information

1.5 Use effective communication and interpersonal techniques that reflect sensitivity to individual’s social and cultural differences

2. Monitor team performance 2.1 Assess and match duties, rosters and team rotation requirements according to individual capabilities

2.2 Monitor performance of the team and individual members systematically to ensure the satisfactory completion of assignment instructions

2.3 Identify problems and implement appropriate remedial action according to organisational approved procedures

2.4 Identify potential and actual security risk situations and implement appropriate responses according to organisational approved procedures

2.5 Communicate performance expectations clearly and provide assistance to team members as required



2.6 Complete and process relevant documentation according to


3. Develop team performance 3.1 Establish and maintain effective working relationships through the provision of appropriate support, communication and feedback

3.2 Provide constructive feedback on quality of performance regularly to team members for integration into work practices

3.3 Address deficiencies or areas for improvement in team performance according to organisations approved policies and procedures

3.4 Support and encourage team to achieve its goals and changing priorities through active reflection and participation in team activities and communication processes

3.5 Acknowledge and address team concerns as required and wherever possible discuss and resolve within the team

3.6 Present and discuss team concerns constructively, in the event of a non-resolution, with relevant persons using established dispute resolution procedures

RANGE STATEMENT

Organisational goals and objectives include:

budgetary targets

reporting deadlines

team and individual learning goals

team participation


applicable standards and quality assurance requirements





-anti-discrimination -cultural and ethnic diversity -environmental issues -equal employment opportunity

-industrial relations

OSH


Contingencies include:


assignment objectives and timeframes

personal protective clothing and equipment

requirements

reporting and documentation requirements

resource and equipment requirements

specific client requirements

work schedules

work tasks and procedures


access and equity policies, principles and practices






procedures



responsibilities




domestic considerations

impending leave

individual strengths and weaknesses

preferences

security risk situations

team dynamics and combinations

Communication includes:

face-to-face

group interaction

in languages other than English

oral reporting

participation in routine meetings

reading independently

recording of discussions

speaking clearly and directly

through the use of assistive technology

via an interpreter

visual or written

writing to audience needs

Social and cultural differences include:

dress and personal presentation

food

language

religion

social conventions

traditional practices

values and beliefs

Constructive feedback includes:

comments from supervisors, colleagues or clients

formal and informal performance appraisals

personal, reflective behaviour strategies

workplace assessment


clients

colleagues

emergency services personnel and agencies

manager

security personnel








security personnel


Interpersonal techniques include:

active listening

being non-judgemental

being respectful and non-discriminatory

constructive feedback

control of tone of voice and body language

culturally aware and sensitive use of

language and concepts

demonstrating flexibility and willingness to negotiate

effective verbal and non-verbal communication

maintaining professionalism

providing sufficient time for questions and responses

reflection and summarising two-

way interaction

use of plain English

use of positive, confident and cooperative language


equipment and resource used

incident reports

operational reports

performance assessments

professional development

recommendations

team roles and responsibilities

work schedules including team rotation details






1. how to acknowledge and resolve individual or team problems 2. how to apply conflict resolution and negotiation techniques 3. how to apply effective interpersonal techniques

4. how to communicate effectively with others 5. how to complete and maintain records and documentation 6. how to comply with applicable legislative, regulatory and licensing requirements 7. how to comply with organisational policies and standard operating procedures 8. how to modify work activities dependent on differing workplace risk situations and

environments 9. how to plan, organise and monitor work activities of team members 10. how to prioritize and schedule work tasks to meet designated schedules 11. how to provide constructive feedback and support to team members 12. how to provide effective informal performance counselling 13. how to provide leadership and work collaboratively with others 14. how to take appropriate initiatives concerning security incidents 15. how to use and maintain appropriate business and security equipment 16. how to use coaching and mentoring skills to provide support and build effective workplace

relationships 17. what are applicable legislation and regulations including Occupational Safety and Health (OSH)

and licensing requirements 18. what are conflict resolution and team building techniques 19. what are emergency and evacuation procedures 20. what are operational principles of a range of business and security equipment 21. what are organisational performance standards and assessment techniques 22. what are organisational policies and procedures 23. what are the principles of effective communication 24. what are the principles of time management 25. what are the reporting and documentation requirements and procedures 26. what are the rights and responsibilities of employers and employees 27. what are the roles, functions and responsibilities of team members 28. what are standard operating procedures 29. what are teamwork principles and relationship-building techniques 30. what are the types of problems and security risk incidents in the workplace and appropriate

response procedures 31. what are workplace contingency procedures

EVIDENCE GUIDE



acknowledge individual or team concerns and facilitate discussion and resolution within the

group

assess and monitor team and individual performance against set measurable criteria, and create opportunities to maintain or improve individual and team performance



communicate to team members, individual and team, roles and responsibilities, assignment instructions and organisational goals and objectives

communicate effectively on a one-to-one and group basis with colleagues, clients and supervisors and develop trust and confidence in workplace relationships

communicate performance expectations for a range of tasks and duties within the team and provide constructive feedback

select and allocate duties and responsibilities appropriate to individual knowledge, skill, aptitude and assignment requirements




PB00018 Control Security Risk Situations Using Firearms


PB00018: Control Security Risk Situations Using Firearms

Unit Descriptor: This unit of competency specifies the outcomes required to determine when to use a firearm to respond to a life threatening situation. It requires the ability to analyse risk factors and intentions of persons and to maintain and store firearms and ammunition in accordance with legislative requirements. This unit may form part of the licensing and legal requirements for the use of firearms by persons working in the security industry where these are regulated activities

ELEMENTS



1 Maintain firearm safety 1.1 Identify and comply with applicable provisions of legislative and organisational requirements relevant to the use of firearms

1.2 Secure, protect carriage of firearm and access according to organisational approved procedures

1.3 Obtain firearm ammunition appropriate to firearm type and according to manufacturer's instructions

1.4 Select and use protective equipment according to Occupational Safety and Health (OSH) guidelines

1.5 Conduct pre-operational checks of firearm to ensure safe and continuing operation of firearm

1.6 Complete checks and procedures for the handling, transfer and loading or unloading of firearm according to manufacturer’s instructions with due regard to the safety of self and others

2. Draw firearm 2.1 Assess and evaluate the need and opportunity to present firearm against identified risk factors and alternative response options

2.2 Identify personal safety needs and seek assistance as required from relevant persons

2.3 Maintain communication with subject that reflects sensitivity to individual’s social and cultural differences

2.4 Use interpersonal techniques to ensure instructions are clear, justified and in accordance with legislative requirements



2.5 Draw firearm in a positive and controlled manner according

to organisational procedures

3. Discharge firearm 3.1 Maintain personal positioning and stance to ensure handling and grip is secure to maintain control of firearm

3.2 Monitor and assess threat continuously to evaluate response options

3.3 Apply fluid tactical positioning during incident and which uses available cover and protection

3.4 Determine the discharge of firearm is the only reasonable option to remove the threat in identified life-threatening situations

3.5 Discharge firearm according to regulatory or licensing requirements relating to accuracy and course of fire

4 Evaluate firearm use 4.1 Review and evaluate presentation and discharge of firearm against circumstances of the incident

4.2 Complete the required documentation according to the organisation’s policies and procedures

4.3 Provide incident observations constructively according to the organisation’s policies and procedures

4.4 Review findings, identify areas for improvement and provide recommendations for amendment of response procedures for future practice

4.5 Inspect firearm, identify and report faults according to organisational approved procedures

4.6 Complete and maintain relevant documentation securely with due regard to confidentiality and according to legislative requirements

4.7 Recognise and manage effects of stress and other issues related to personal well-being using appropriate stress management techniques



RANGE STATEMENT



Acts and legislation relating firearms

counter-terrorism









-anti-discrimination -cultural and ethnic diversity -environmental issues -equal employment opportunity -industrial relations

OSH requirements


trespass and the removal of persons



practices






procedures



responsibilities


Personal role, responsibility and authority







security personnel

storage and disposal of information .

Firearm includes:

revolver

semi-automatic pistol

shotgun

Pre-operational checks include:

checking log books and maintenance schedule

cleaning, priming, tightening, basic repairs and

adjustments

identification and segregation of unsafe or faulty equipment for repair or replacement

observing and monitoring for correct operation

visual checks for wear and tear

Assessment includes:

access to weapons

available resources and team backup

Protective equipment includes:

body armour

bullet proof vest

fire proof clothing

gloves

head protection

hearing protection

masks

protective shields

safety glasses

slash proof gloves

Personal safety includes:

access to emergency services

access to specific security equipment

additional training

appropriate vehicle



known information about people involved in the incident

known information about the circumstances of the incident

nature of the incident

observation of the environment and physical conditions

potential and triggers for escalation or defusing

range of response options available

safety of self and others

Social and cultural differences include:

dress and personal presentation

food

language

religion

social conventions

traditional practices

values and beliefs

Tactical positioning includes:

ability to move between cover

access to cover or concealment

capacity to reload or unload with speed loaders or magazines

capacity to withdraw

safety of self and others

stances (eg standing, kneeling, prone)

Common faults include:

mechanical failure

misfiring

misuse

non-inspection of firearm prior to loading

Stress management techniques include:

conscious use of personal recreational activities

counselling

formal debriefing processes

informal exploration of incidents with team members and supporters

review of practice and resources

clarification of own responsibility and competence

maintaining regular communication

personal protective equipment


working in a team


colleagues

emergency services personnel

medical personnel

specialist teams

supervisor


active listening

being non-judgmental



cultural awareness and sensitivity in use of

language and communication

demonstrating flexibility and willingness to negotiate



providing and receiving constructive

feedback


reflection, summarising and paraphrasing

two-way interaction

use of plain English



activity logs

incident reports








Effects of stress include:

frustration

inability to concentrate

increasing aggression

over-talking

tiredness

uncoordinated movements

1. how to apply first aid 2. how to apply problem solving strategies 3. how to calculate and estimate support requirements 4. how to communicate and negotiate using clear and concise language 5. how to communicate effectively with people from different social, cultural and ethnic backgrounds

and of varying physical and mental abilities 6. how to determine response appropriate to incident situation 7. how to identify and comply with applicable legal and procedural requirements including ‘use of

force’ guidelines 8. how to identify risk factors and assess degree of risk 9. how to interpret and follow instructions and procedures 10. how to maintain a firearm in a serviceable condition 11. how to minimise threat to self and to others by use of appropriate force options 12. how to observe and accurately record and report information 13. how to operate security and communications equipment 14. how to participate in review and debrief procedures

15. how to record, report and process information 16. how to review response strategies and make adjustments according to changing circumstances 17. how to use communication techniques to reduce the level of risk or conflict 18. how to use negotiation techniques to defuse and resolve conflict 19. what are the applicable legislative and other legal provisions including provisions governing the

use of force and the duty of care under criminal and civil law 20. what are the applicable licensing requirements for the use of firearms 21. what are communication techniques, codes and signals 22. what is the correct use of equipment including personal protective equipment 23. what are the documentation, reporting and reviewing and debriefing processes 24. what are the emergency and evacuation procedures and instructions 25. what are empty hand techniques for firearms retention 26. what are firearm safety procedures including maintenance and storage procedures 27. what are first aid procedures 28. what is incident management and methods of restraint 29. what are the legal provisions relating to powers of arrest and ‘use of force’ guidelines 30. what are negotiation techniques for managing conflict 31. what are observation and monitoring techniques



32. what are organisational policies and procedures related to the use of firearms and incident management

33. what are powers and procedures for effecting an arrest 34. what are the principles of effective communication including interpersonal techniques

35. what are problem-solving methods and techniques 36. what are security incidents and appropriate responses

EVIDENCE GUIDE



apply correct procedures for selecting, fitting, using and maintaining protective equipment

including body armour

use safe handling skills for use and maintenance of firearms

use effective empty hand techniques for firearms retention

identify current and potential risk factors and their impact on the security risk situation

maintain firearms licensing requirements

provide warnings and clear directions to subject using communication which engages minority groups

maintain consistent accuracy when discharging firearm and reacting in a timely manner in the application and termination of force

evaluate and select response options within specified legal and strategic limits




PB00019 Control Persons Using Empty Hand Techniques


PB00019: Control Persons Using Empty Hand Techniques

Unit Descriptor: This unit of competency specifies the outcomes required to select and apply appropriate empty hand techniques. It requires the ability to use force in circumstances where there is a risk to safety of self and others. Competency also requires knowledge of the procedures for conducting an arrest. This unit may form part of the licensing and legal requirements for the use of empty hand techniques and tactical force procedures by persons working in the security industry

ELEMENTS


1 Identify the need to use empty hand techniques


1.1 Identify and comply with applicable provisions of legislative

and organisational requirements according to personal role, competence and authority

1.2 Observe movements and actions of subject continuously to

anticipate movement and aggressive actions

1.3 Use stance and distance from subject to maximise range of

defensive options and tactical advantages in physical contact

1.4 Assess alternative response options for viability and identify

and incorporate withdrawal options into defensive options

1.5 Identify and maintain personal safety needs and seek

assistance as required from relevant persons

1.6 Maintain communication with subject using organisational

approved communication procedures and interpersonal techniques

2. Apply defensive techniques 2.1 Apply empty hand techniques according to the use of force guidelines

2.2 Secure, firm and apply grip on subject using level of force

proportionate to the context of the threat

2.3 Apply holds quickly to appropriate areas of the body using

organisational approved defensive techniques

2.4 Anticipate strikes and blows from subject and adopt, parry or

block positioning using organisational approved defensive techniques

2.5 Limit contact with subject to the minimum necessary to

remove immediate threat and discontinue at cessation of



3.

Isolate subject

3.1

threat

Remove weapons and potentially dangerous items from

subject and locate a safe distance from incident area to prevent harm to self and others

3.2 Identify situations requiring assistance and seek assistance from relevant persons according to organisational approved procedures

3.3 Maintain subject at a safe distance from members of the public and identify and minimise opportunities for escape

3.4 Conduct restraint of subject according to established tactical force procedures

3.5 Escort subject from incident scene to a secure location according to organisational approved procedures

4 Evaluate response 4.1 Review and evaluate effectiveness of response against circumstances of the incident

4.2 Provide incident observations accurately and constructively according to organisational approved procedures

4.3 Identify areas for improvement through review findings and provide recommendations for amendment of response procedures for future practice

4.4 Complete and maintain relevant documentation securely with due regard to confidentiality according to organisational approved procedures

4.5 Recognise and manage effects of stress and other issues related to personal well-being using appropriate stress management techniques



RANGE STATEMENT



applicable standards and quality assurance

requirements

counter-terrorism









-anti-discrimination -cultural and ethnic diversity -environmental issues -equal employment opportunity -industrial relations -Occupational Safety and Health (OSH) -relevant industry codes of practice

-trespass and the removal of persons

Personal safety includes:

access to emergency services

access to specific security equipment

additional training

appropriate vehicle

clarification of own responsibility and competence

maintaining regular communication

personal protective equipment


working in a team


active listening

being non-judgemental


constructive feedback


culturally aware and sensitive use of language

and concepts

demonstrating flexibility and willingness to



practices






procedures

emergency and evacuation procedures employer and employee rights and

responsibilities









security personnel


Response options include:

arrest of person

cultural support

defusing the situation

request for assistance

restraint of person

sending alarms

separation or isolation

tactical withdrawal

use of empty hand techniques

use of negotiation techniques

use of specialists or experts

Empty hand techniques include:

avoidance techniques

blocking techniques

body positioning

body safety

impact techniques

locking and holding techniques

take down techniques



negotiate




reflection and summarising two-

way interaction



activity logs

incident reports




Effects of stress include:

frustration

inability to concentrate

increasing aggression

over-talking

tiredness

uncoordinated movements




colleagues

emergency services personnel

medical personnel

specialist teams

supervisor

Stress management techniques include:

conscious use of personal recreational

activities

counselling

formal debriefing processes

informal exploration of incidents with team members and supporters

review of practice and resources

1. how to communicate and negotiate using clear and concise language 2. how to communicate effectively with people from different social, cultural and ethnic backgrounds

and of varying physical and mental abilities 3. how to determine response appropriate to incident situation 4. how to identify and comply with applicable legal and procedural requirements including ‘use of

force’ guidelines 5. how to identify risk factors and assess degree of risk 6. how to implement empty hand techniques without intentionally harming subject 7. how to interpret and follow instructions and procedures 8. how to minimise threat to self and to others by use of appropriate force options 9. how to operate security and communications equipment 10. how to participate in review and debrief procedures 11. how to record, report and process information

12. how to use negotiation techniques to defuse and resolve conflict 13. what are the communication techniques, codes and signals 14. what is correct use of equipment including personal protective equipment 15. what are documentation, reporting and reviewing or debriefing processes 16. what are emergency and evacuation procedures and instructions 17. what are empty hand techniques

18. what are first aid procedures and their application



19. what are incident management and methods of restraint 20. what are legal provisions relating to powers of arrest and ‘use of force’ guidelines 21. what are negotiation techniques for managing conflict 22. what are observation and monitoring techniques 23. what are powers and procedures for effecting an arrest 24. what are principles of effective communication including interpersonal techniques 25. what are problem-solving methods and techniques 26. what are security incidents and appropriate responses

EVIDENCE GUIDE



apply appropriate use of force according to the nature of the threat without harm to the subject

apply empty hand techniques that avoid vital areas of the body

identify current and potential risk factors which might impact on the safety and security of self and others and implement appropriate response measures

use effective communication techniques to provide warnings and clear directions to subject

conduct basic negotiation to defuse conflict in a manner which engages minority groups

react in a timely manner to the application and termination of force

select response options within specified legal and strategic limits


